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Customer Experience and Insights Manager

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Location: , United States
Date Posted: Oct 13, 2020

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Job Description



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:

  • Discovery and definition of new methods, applications, visualizations and processes to improve insights generation and influence action.
  • Work independently and in partnership with enterprise Marketing leadership, Business Units and Dealers to build a central portal of customer insights and to facilitate access for all relevant stakeholders.
  • Increase visibility to and alignment of all Voice of Customer ingestion points and identify strategic opportunities for analytics to provide Caterpillar with significant competitive advantages.
  • Develop and standardize experience and loyalty measurement KPIs.
  • Identify, document and share best practices and ensure implementation across Caterpillar and our dealer network.
  • Develop and implement tools, resources and training that enable all employees to deliver the expected customer experience.


Basic Requirements:
  • Bachelor's degree or higher from an accredited institution
  • Significant experience in Customer Voice / Insights, Customer Experience and Data Analytics 
  • Global travel required ~25%
  • Experience leading enterprise-wide, multi-function initiatives
Top Candidates Will Also Have:
  • Highly developed ability to build inclusive relationships with proven capability to influence across many different parts of organization and cultures.
  • Strong strategic mindset with superior vision and ability to execute.
  • Strong customer focus and ability to incorporate feedback / input from multiple sources.
  • Excellent communication, facilitation / presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.
  • Ability to navigate and influence in a large matrix organization.
  • Exceptional organization, project management and change management success.
  • Demonstrated leadership skills, proven leadership success and ability to manage diversity.
  • Experience in design and execution of market / customer / behavioral research including both qualitative and quantative.
  • Knowledge of customer journey processes (customer retention, customer service, reporting, etc...) is desirable.
  • Experience working in an agile environment.
  • Experience developing and deploying new insights methods or capability.

Additional Information:

• The preferred location for this role is Peoria or Chicago, IL, however, remote candidates will be considered on a case by case basis.

• Relocation assistance is not available for this position.
• Travel requirement is 25% globally

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website


EEO/AA Employer. All qualified individuals – including minorities, females, veterans and individuals with disabilities – are encouraged to apply.


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Job Info

Oct 13, 2020


United States