Customer Insights & Analytics Manager

Caterpillar Inc.•Peoria, IL

4d•$147,760 - $221,640•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. Caterpillar’s Building Construction Products division is hiring a Customer Insights and Analytics Manager for our Services Innovation & Customer Insights organization! Role Summary: The Customer Insights Manager is responsible for uncovering, synthesizing, and translating customer and dealer insights into actionable service innovation opportunities. This role leads structured engagement with customers and dealers to deeply understand unmet needs, validate emerging service concepts, and inform the development of differentiated, value‑creating service offerings. In addition, the Customer Insights Manager leads and develops a data analytics team focused on performance measurement and opportunity identification. By integrating qualitative customer insights with quantitative sales and performance data, this role plays a critical part in shaping the service innovation roadmap and enabling data‑driven decision making across the organization. This position partners closely with Services Innovation Solutions Engineers, Sales, Marketing, and Dealer teams to ensure customer insights are clearly articulated, validated, and effectively translated into scalable service concepts.

Requirements

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.
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.
Decision Making & Critical 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.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Nice To Haves

Creative Experience: Knowledge of the approaches, tools, and techniques for promoting creative, original thinking and ability to apply it to a variety of business situations.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Vendor/Supplier Management Experience: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).
Digital Marketing Experience: Knowledge of processes, techniques, and platforms of digital marketing; ability to implement or manage digital marketing programs.

Responsibilities

Lead customer and dealer discussions (interviews, workshops, field visits) to uncover needs, pain points, and opportunities related to services and solutions
Design and execute insight‑gathering approaches to support new service concept development and validation of existing concepts
Synthesize qualitative insights into clear, actionable problem statements, opportunity areas, and value hypotheses
Manage and develop a data analytics team responsible for measuring sales team performance and service adoption
Analyze sales, customer, and market data to identify trends, gaps, and opportunities that inform new service development
Integrate customer insights and analytics into compelling recommendations for innovation and leadership stakeholders