Senior Customer Experience Consultant
About The Position
The Senior Customer Experience Consultant turns customer insight into action, helping Caterpillar solve meaningful problems, improve experiences, and deliver stronger customer and business outcomes. The role facilitates the implementation of programs and processes that help the organization understand, analyze, and create a positive customer experience. The consultant independently manages and maps defined customer journeys and experience gaps, facilitates stakeholder input, aligns partners across business units and channels, and escalates barriers to resolution. The role synthesizes customer, research, operational, and business-system inputs into business-ready insights, develops implementation plans, and measures results for assigned initiatives. The position independently delivers customer experience projects and consulting engagements of defined scope, including problem definition, stakeholder alignment, work planning, facilitation, development of customer-centered solutions, and deliverables. It also delivers training, workshops, communications, and engagement activities; adapts established content to audience needs; and reinforces application after delivery. The consultant creates and maintains practical standards, tools, playbooks, communications, and program resources, and coordinates relevant business data across partners and initiatives. This position is based in Irving, Texas, requires working onsite five days a week, and may require domestic travel of up to 20%. Relocation assistance is available. Visa sponsorship is not available.
Requirements
- Bachelor's degree or higher in Marketing, Communications, or Business, or equivalent working experience.
- At least 5 years of marketing experience in a large, matrixed organization.
- At least 3 years supporting or participating in customer experience transformation initiatives and data analytics.
- Ability to travel up to 20%, mainly domestically.
- Ability to work onsite five days a week in Irving, Texas.
Nice To Haves
- Knowledge of customer experience fundamentals and certifications or training in customer experience best practices.
- Experience designing and executing market, customer, or behavioral research using qualitative and quantitative methods.
- Experience leading customer journey initiatives and related processes.
- Experience communicating complex concepts clearly and persuasively.
- Experience with project management and change management.
- Experience developing and deploying new insight methods or capabilities.
Responsibilities
- Independently manage and map defined customer journeys and experience gaps.
- Facilitate stakeholder input, align partners across business units and channels, and escalate barriers to timely resolution.
- Synthesize customer, research, operational, and business-system inputs into business-ready insights.
- Develop implementation plans and measure results for assigned initiatives.
- Independently deliver customer experience projects and consulting engagements of defined scope, including problem definition, stakeholder alignment, work planning, facilitation, customer-centered solutions, and deliverables.
- Deliver training, workshops, communications, and engagement activities; adapt established content to audience needs and reinforce its application.
- Create and maintain practical standards, tools, playbooks, communications, and program resources.
- Coordinate delivery and use of relevant business data across partners and assigned initiatives.
- Research and verify customer needs and expectations, solicit satisfaction feedback, and act on opportunities to improve.
- Communicate customer needs and expectations and help link organizational objectives to them.
- Monitor client satisfaction, respond to client requests, alert the team to satisfaction problems, and work with clients to resolve critical issues.
- Monitor marketplace trends, opportunities, and vulnerabilities, and report findings.
- Work with vendors to resolve routine issues and help ensure products or services meet time and quality specifications.
- Gather data about customer experiences and review competitor products for opportunities to differentiate.
Benefits
- Medical, dental, and vision benefits.
- Paid time off, including vacation, holidays, and volunteer time.
- 401(k) savings plans.
- Health Savings Account (HSA).
- Flexible Spending Accounts (FSAs).
- Health Lifestyle Programs.
- Employee Assistance Program.
- Voluntary benefits and employee discounts.
- Career development.
- Incentive bonus.
- Disability benefits.
- Life insurance.
- Parental leave.
- Adoption benefits.
- Tuition reimbursement.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
