**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. Caterpillar is hiring a **Customer Experience & Insights Lead** within our Construction Industries Services Division (CISD) organization. Reporting directly to the CISD Integrated CX Director, this strategic position holds significant influence over CISD sales execution and sales support VPs, requiring exceptional influencing and collaboration skills. The ideal candidate will possess a passion for customers, a deep understanding of unmet needs, and experience in innovation, lean, and agile methodologies. **Role Summary:** Customer Experience (CX) is at the heart of CISD's mission to drive service growth and enhance customer engagement. In this role, you will play a critical role in shaping and executing our CX strategy, ensuring that global customer insights drive meaningful actions and improvements across the organization. **Key Responsibilities:** **1. Drive Customer-Back Service Growth:** + Generate global customer insights and drive alignment/actioning of those insights. + Coordinate the 3W's of customer insights: (1) Why do we need those insights / What problem are we trying to fix? (2) What new understanding did we gain? (3) So what: Are we aligned on the expected behavior change and impact on physical and digital customer experience? + Manage the program to collect, analyze, and report global customer insights from customer visit reports. Coordinate adoption with the sales execution team and insight analysis/action with the sales support team. + Develop solutions to enhance the program in collaboration with Cat Digital, Legal, and Compliance. + Coordinate the collection of insights by working with M&B CX CEO to generate insights from ethnographic research, data monitoring, and qualitative and quantitative surveys. **2. Lead Adoption of AI in CISD:** + Champion the use of Copilot through training and office hours. + Define the CISD business requirements for AI development, coordinate development with Cat Digital, own go-to-market and adoption, and monitor results. + Launch the AI voice of customer (VOC) assistant in 2025, automating insight generation from customer visits and the knowledge base AI marketing assistant. + Govern the AI for CISD roadmap and align with CI business partners. **What You Have (Skills and Qualifications)** + **Customer Experience Management:** Proven experience in a strategic customer experience role with a focus on customer insights and service growth. + **Influencing:** Strong influencing and collaboration skills with the ability to work effectively with senior leadership. + Experience in innovation, lean, and agile methodologies. + **Customer Focus:** Passion for understanding and addressing customer needs. + **Program Management:** Excellent ability to coordinate cross-functional teams. This role is critical to driving service growth and enhancing customer experience within CISD. If you are passionate about customers, skilled in generating and actioning insights, and experienced in leading AI adoption, we invite you to join our team and make a significant impact on our CX strategy. **Additional Details:** + This position can be located in Peoria, IL; Dallas, TX; or Cary, NC. + Domestic relocation assistance is available. + Caterpillar operates in a hybrid work environment, requiring 3 days per week in-office. \#LI #hiring **Summary Pay Range:** $144,960.00 - $217,320.00 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:** Annual incentive bonus plan* Medical, dental, and vision coverage Paid time off plan (Vacation, Holiday, Volunteer, Etc.) 401k savings plan Health savings account (HSA) Flexible spending accounts (FSAs) Disability benefits Life Insurance Parental leave Healthy Lifestyle Programs Employee Assistance Programs Voluntary Benefits and Employee Discounts Tuition Reimbursement Career Development _*Subject to annual eligibility and incentive plan guidelines_ . Relocation is available for this position. 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:** January 24, 2025 - February 13, 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) .