Digital Customer Experience Specialist

Caterpillar Inc.•Peoria, IL

2d•Remote

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. 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.

Requirements

Knowledge of business analysis and the set of tasks, techniques and tools required to identify business needs; ability to recommend solutions that deliver value to stakeholders.
Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Knowledge of software engineering; ability to deliver new or enhanced fee-based software products.
Knowledge of strategies, practices and tools for resolving software problems; ability to manage software problems in installed software products.
Knowledge of and experience with the business aspects and operation of a software product; ability to manage install base, current uses, future plans, and product vision.

Nice To Haves

Ability to identify business needs, document requirements, and recommend solutions that deliver stakeholder value.
Skilled at synthesizing disparate inputs into structured, actionable problem statements.
Differentiates signal from noise across qualitative and quantitative feedback sources.
Evaluates alternatives, assesses impact, and recommends pragmatic paths forward.
Communicates clearly and credibly with customers, dealers, support teams, product partners, and technical teams.
Produces crisp written outputs such as insight summaries, work items, and stakeholder updates.
Manages intake and clarification of change requests, including scope, priority, risk, and status.
Helps improve intake processes and templates to increase consistency and efficiency.
Understands best practices for reporting, tracking, escalating, and resolving product issues.
Supports transparent communication of issue status and resolution progress.
Understands how digital products deliver value and how customers and dealers adopt and use them.
Maintains and shares insights on real‑world usage, friction points, and improvement opportunities.

Responsibilities

Collect and consolidate VoC/VoD feedback from multiple channels (e.g., support cases, dealer communications, research studies, field inputs, stakeholder interviews, surveys).
Establish a repeatable approach to categorize feedback into themes such as usability, performance, feature gaps, trust, and workflows.
Distill high‑volume inputs into concise insights that articulate what is happening, who is impacted, why it matters, and recommended next actions.
Translate customer and dealer feedback into high‑quality work items (problem statements, user stories, acceptance criteria, expected outcomes) to support product and engineering teams.
Partner with product managers to inform prioritization decisions by providing context, impact, and urgency based on real customer experience signals.
Track feedback‑driven items through delivery and help close the loop by communicating outcomes back to stakeholders.
Partner with Customer Support and field‑facing teams to improve feedback quality, consistency, and escalation pathways.
Collaborate with researchers, other product partners, and internal divisions to align on insights and reduce duplication of effort.
Facilitate regular reviews of customer and dealer feedback with the Cat AI Assistant product team.
Identify, document, and report design, reliability, and usability issues affecting customer and dealer experiences.
Support structured change request intake by clarifying scope, impacted functionality, business need, risks, and recommended resolution paths.
Monitor recurring feedback themes and emerging experience risks, escalating critical items with evidence‑based recommendations.
Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time.