Career Area:
Marketing
Job Description:
Your Work Shapes the World at Caterpillar Inc.
When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.
Job Description:
Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better, more sustainable world.
Job Summary
Lead global customer experience measurement and insights at Caterpillar with our enterprise, industry and dealer partners. Collaborate and drive reporting excellence in collection of voice of customer, focusing on delivering actionable customer insights to business partners regarding implications on product, service or customer experience development. Build strong understanding of the marketing and business objectives of multiple business units, industry groups, and Dealers to facilitate how, when, and where customer experience measurement capabilities can be best utilized to drive value.
What You Will Do:
Manage a team of up to 5 direct reports
Drive progress and adjust course as necessary based upon multi-year modernization strategy to ensure customer experience feedback moves from static surveying to dynamic customer listening and enables enterprise and dealers to continuously learn from customers and rapidly adapt to changing customer needs
Gathering, analyzing, and interpreting data to identify market trends and insights and presenting insights to business partners regarding implications on product, service or customer experience development.
Analyzing and interpreting data, providing detailed observations and insights and recommending actions to take based on insights and providing strategic conclusions / recommendations.
Understanding business needs and designing appropriate quantitative / qualitative research plan to generate focused insights for highly complex or highly strategic initiatives.
Managing more complex market research process, including agency management, and collaborating with cross functional counterparts to influence key strategies and execution decisions
Determining, implementing and monitoring market research strategies, process, tools and techniques.
Work with all business units to determine KPIs and benchmarks for customer journey touchpoints
Provide guidance and document best practices for all business units regarding tracking, reporting, analyzing and gathering customer insights
Support efficient and effective use of analytics on voice of customer data by facilitating balance of self-serve and full-serve tools
Lead the work with business units to integrate reporting from other customer experience measurement frameworks, operational metrics, and disparate information sources
What You Will Have:
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment
Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive
and collaborative manner.
Creativity: Knowledge of the approaches, tools, and techniques for promoting creative, original thinking and ability to apply it to a variety of business situations
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers
Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
Considerations For Top Candidates:
Expert experience in marketing research and insights
Experience in customer experience measurement
Experience working across a large matrixed organization and adjacent network, ie.retail/franchise/dealer
Experience managing external research vendors
Comfort with presenting to executive level audiences
Platform proficiency desired: Qualtrics, Tableau, PowerBI
Expert in broad range of research methodologies (qual/quant/digital/communities
What You Will Get:
Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We've created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us.
Additional Information:
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About Caterpillar
Caterpillar Inc. is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we've been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.
This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of "essential job functions" as that term is defined by the Americans with Disabilities Act.
Summary Pay Range:
$126,000.00 - $189,000.00
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits:
Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
Medical, dental, and vision benefits*
Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
401(k) savings plans*
Health Savings Account (HSA)*
Flexible Spending Accounts (FSAs)*
Health Lifestyle Programs*
Employee Assistance Program*
Voluntary Benefits and Employee Discounts*
Career Development*
Incentive bonus*
Disability benefits
Life Insurance
Parental leave
Adoption benefits
Tuition Reimbursement
These benefits also apply to part-time employees
Visa Sponsorship is not available for this position. 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 at www.caterpillar.com/careers.
Posting Dates:
April 18, 2025 - April 25, 2025
Any offer of employment is conditioned upon the successful completion of a drug screen.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .
