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Location: Chicago, IL, United States
Date Posted: Oct 13, 2020
As leader of the enterprise Customer Experience and Insights team, you will be passionate about driving our CX vision to “grow customer loyalty over the life of the relationship” by highlighting the key moments that matter most for our customers and influencing the design of products, services and experiences (physical and digital) that exceed their expectations. This position will lead the global development and deployment of the Enterprise Customer Experience and Insights strategies and further enhance our customer centric culture while creating a clear understanding of the role EVERYONE plays in executing the vision.
They will provide strategic leadership and managerial direction for a team of globally focused consultants who hold process and subject matter expertise in the areas of customer research, enterprise loyalty survey, data/analytics and insights generation, CX measurement, experience design, CX culture and enablement. In direct partnership and collaboration with Business Units (BUs), Distribution Services Divisions (DSDs) and dealer partners this diverse and multifunctional team is pivotal in strengthening and optimizing the insights function to improve CX capabilities across the entire Caterpillar organization and Dealer network. This collective work will drive loyalty that enables significant and sustainable business growth.
The Customer Experience and Insights Manager will be responsible for leading the ongoing management, gathering and analysis of voice of customer (VOC) generating insights to influence critical product, service and experience design that improve customer retention, loyalty and overall experience with the CAT Brand. They will bring all voice to life and facilitate a deep customer understanding that effectively illustrates the emotional experiences of customers and their key value drivers. In addition to VOC this individual will facilitate and incorporate voice of the business (VOB) and voice of the dealer (VOD) to drive strategy and execution.
This position will foster a customer centric culture within Caterpillar and Cat Dealers through continuous communication and leveraging customer insights and metrics to establish and promote a clear connection to business performance. In addition, building a CX Culture will be supported by the development and execution of a robust training and enablement program with tools and resources to enable and empower all job roles to execute the desired experience.
This position is responsible for developing and implementing a globally agreed upon Customer Lifecyle that highlights and measures Caterpillar’s performance across key moments critical to the customer throughout their purchase, use and support journey. Position also accountable for developing, deploying, managing and maintaining a comprehensive portfolio of detailed CX Standards that ensure consistency and successful delivery throughout the Lifecycle.
The enterprise Customer Experience and Insights Manager is the global lead for the Global CX Council representing roughly 30 individuals across the organization and key customer touch points. This Council is integral in leading the CX vision, aligning and prioritizing CX efforts across the organization, leading global projects, ensuring quality, consistency, and reduction of duplicate efforts across customer journeys.
Primary Responsibilities include but are not limited to the following:
• The preferred location for this role is Peoria or Chicago, IL, however, remote candidates will be considered on a case by case basis.
EEO/AA Employer. All qualified individuals – including minorities, females, veterans and individuals with disabilities – are encouraged to apply.