Customer Experience & Market Insights Consultant

Caterpillar•Peoria, IL

3d•Onsite

About The Position

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. As a Customer Experience & Market Insights Consultant, you will help bring the voice of the customer (VOC) into decisions across Caterpillar's solutions, products, services, and digital offerings. This is an opportunity to partner across teams, turn research into action, and influence initiatives that improve customer experience and drive business impact. Role Summary: This individual contributor role executes customer experience (CX) and market insights projects that shape CSCR (Customer Solutions Core Regions) business decisions for solutions, technology, products, services, and digital offerings. The role plays an important part in bringing the voice of the customer into decision-making and helping the business identify opportunities for growth through clear, actionable insights.

Requirements

Customer Focus: Strong customer focus with the ability to anticipate needs, build trusted relationships, and deliver solutions that improve satisfaction and business outcomes.
Service Excellence: Demonstrated commitment to service excellence, including the ability to proactively address issues, resolve complex challenges, and create positive customer experiences.
Consulting: Working knowledge of consulting skills, with the ability to scope projects, clarify objectives, communicate progress, and deliver high-quality work.
Effective Communications: Effective communication skills, including the ability to present ideas clearly, write polished reports, adapt messaging for different audiences, and use feedback to strengthen outcomes.
Influencing: Ability to influence stakeholders by building credibility, communicating recommendations with clarity, and supporting decisions with sound rationale.
Problem Solving: Strong problem-solving skills with the ability to assess issues, evaluate options, and recommend practical solutions based on facts and data.
Relationship Management: Relationship management skills that support strong partnerships with internal and external stakeholders and help resolve issues effectively.

Nice To Haves

Strong project management skills with the ability to organize and manage multiple priorities
Strong analytical, problem-solving, and research capabilities
Ability to turn complex data into clear, actionable insights and recommendations
Experience in customer experience, market research, customer insights, or related disciplines
Strong written and verbal communication skills, with the ability to influence stakeholders

Responsibilities

Execute Customer Research & Market Insights Projects
Translate business needs into clear research objectives and structured approaches
Analyze VOC, interviews, surveys, and internal and external data sources to answer business questions and develop insights
Synthesize qualitative and quantitative data into meaningful insights
Develop recommendations that inform strategy and support business decisions
Create clear, executive-ready presentations and deliverables
Drive Alignment
Partner closely with teams across solutions, products, services, digital, and marketing teams in analyzing data and developing insights
Influence stakeholders and help drive alignment around customer-informed actions
Manage Priorities
Maintain a projects and priorities execution roadmap aligned with CSCR strategic objectives
Help ensure efforts are focused on the highest-value business opportunities
Scale Insights Delivery
Standardize intake, research, and reporting processes to improve efficiency and consistency
Contribute to scalable approaches that strengthen the delivery of CX insights across the organization
Leverage AI to automate / simplify work