Customer Insights/Market Research Consultant

Caterpillar Inc.•Town of Geneva, NY

6d•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. We are looking for a Customer Insights Consultant for Core Regions in the Products and Services Department within Caterpillar’s Customer Solutions Core Regions Division. This position is key to developing key processes the extended team will use to drive a deeper understanding of our customers’ toughest challenges. This will be done by using various professional methods including Customer panel development, customer advisory groups, voice of customer collection standard work, customer digital data insights and market research to support the sales and product development teams. This role will be critical to support the development of tailored portfolio solutions and new product and component development supporting our growth targets. The Customer Solutions Products and Services Department is a newly formed Department that will deliver data-driven, segment-specific support, through customer back solution development, deep product and services expertise and accelerated technology adoption to address customer pain points and support success at site. Products and Services Team: Support Field Teams, Dealers & Customer with deep Product and Services expertise. Focus Product, Services & Technology development on solving customer problems at the segment and site level. Use this deep understanding of the customer’s problems to drive product and solution development to support growth with business partners in product and component divisions. Role Definition Leads the team customer insights process development to develop best in class understanding of our customers across the lifecycle. Obtains, organizes, analyzes, interprets and reports market-related information used in determining marketing strategies and objectives for all aspects of the customer lifecycle.

Requirements

Experience: Minimum of 5 yrs of experience as a Customer Insights/Market Research Consultant
Proven experience in customer and product life cycle, customer behaviors, pain points and process improvement
Strong understanding of data and data sources
Ability to collaborate cross functionally
Languages: Proficiency in English and French required, Japanese a plus
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.
Vendor/Supplier Management: 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).

Nice To Haves

Languages: Proficiency in English and French required, Japanese a plus

Responsibilities

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
Understanding business needs and designing appropriate quantitative / qualitative research plan to generate focused insights.
Managing market research process, including agency management, and collaring with cross-functional counterparts to influence key strategies and execution decisions.
Determining, implementing and monitoring customer insight strategies, process, tools and techniques. This can include using customer advisory groups, customer panels, internal data insights, internal machine customer insights data for both prime product and aftermarket needs.

Benefits

From day one, you’re set up to thrive at Caterpillar: helpful training, relatable mentors, global experience, competitive salary package, work-life balance, and the growth opportunities you expect with a Fortune 100 company.

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