Senior Customer Experience Consultant

Career Area:

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.

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:

The Senior Customer Experience Consultant turns customer insight into action, helping the organization solve meaningful problems, improve experiences, and deliver stronger customer and business outcomes. This individual will facilitate the implementation of programs and processes intended to help the organization understand, analyze and create a positive experience.

What You Will Do:

Journey, Advocacy & Experience Management

• Independently manages and maps defined customer journeys and experience gaps
• Facilitates stakeholder input, aligns partners across business units and channels, and escalates barriers to timely resolution

Insights, Action & Outcomes

• Synthesizes customer, research, operational, and business-system inputs into business-ready insights
• Develops implementation plans and measures results for assigned initiatives

CX Consulting & Delivery

• Independently delivers CX projects and consulting engagements of defined scope, including problem definition, stakeholder alignment, work planning, facilitation, development of customer-centered solutions, and deliverables

Capability Building & Change Adoption

• Delivers training, workshops, communications, and engagement activities
• Adapts established content to audience needs and reinforces application after delivery

Standards & Program Enablement

• Creates and maintains practical standards, tools, playbooks, communications, and program resources
• Coordinates delivery and use of relevant business data across partners and assigned initiatives.

What You Will Have:

Customer Focus

Communicates the importance of customer needs/expectations and commits to resolving them. Researches and verifies customer needs and expectations. Solicits customer satisfaction feedback and acts on improvement opportunities. Helps link organizational objectives to customer needs and expectations. Meets regularly with customers to understand their wants, needs and expectations.

Effective Communications

Avoids technical jargon when inappropriate. Looks for and considers non-verbal cues from individuals and groups. Listens to feedback without defensiveness and uses it for own communication effectiveness. Makes oral presentations and writes reports needed for own work. Delivers helpful feedback that focuses on behaviors without offending the recipient.

Relationship Management

Provides prompt and effective responses to client requests and interactions. Monitors client satisfaction levels on a regular basis. Alerts own team to problems in client satisfaction. Works with clients to address critical issues and resolve major problems. Differentiates the roles and responsibilities in a business relationship.

Creativity

Explores possibilities and their viability. Contributes to and encourages new ideas; builds on suggestions of others. Exhibits interest in new ideas and experimentation. Analyzes own assignments and work environment for creative changes. Shares ideas and is open to other opinions and views.

Strategic Thinking

Implements the group's go-to-market strategy. Raises awareness of potential strategic alliances and partnerships. Explains elements of the strategy to others and encourages questions. Monitors marketplace trends, opportunities, and vulnerabilities; reports findings. Makes sound recommendations when faced with complex and contradictory alternatives.

Vendor/Supplier Management

Identifies communications bottlenecks and recommends appropriate solutions. Resolves routine issues or problems with vendors in organization's best interest. Builds effective working relationships with counterparts in vendor or supplier's organization. Provides feedback on vendor performance to responsible contract administrators. Works with vendors to assure that products or services are delivered to time and quality specifications.

Influencing

Regularly presents ideas or suggestions to associates in persuasive terms. Identifies who the decision makers are and how they receive information. Uses active listening skills and probing techniques to surface opportunities to influence. Develops basic persuasive arguments. Discusses organizational culture around providing input on decisions.

Customer Experience Management

Participates in the improvement of a specific aspect of the customer experience. Follows-up with customers to answer questions and ensure satisfaction with recent purchases. Reviews competitor products to seek opportunities for differentiation in the eyes of the customer. Gathers data related to customers' experiences with the organizations products and services. Researches examples of CEM implementations in different industries or environments.

Considerations For Top Candidates:

Basic Qualifications:

• Bachelor's degree or higher in Marketing, Communications or Business or equivalent working experience
• At least 5 years of marketing experience in a large, matrixed organization
• At least 3 years supporting or participating in CX transformation initiatives and data analytics
• Must be able to travel up to 20% (mainly domestic)

Top candidates will also have:

• Knowledge of CX fundamentals. Certifications or trainings in CX best-practices
• Experience in design and execution of market / customer / behavioral research including both qualitative and quantitative
• Experience leading customer journey initiatives and related processes
• Previous experience communicating complex concepts clearly and persuasively
• Experience with project management and change management
• Experience developing and deploying new insights methods or capability

Additional Informaiton:

• Relocaiton ssistance is available for this role
• Sponsorship is not available for this role
• This role requires 5 days in the office
• This role is based in Irving, TX

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.

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

Summary Pay Range:

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

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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About Us

There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar.

Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.