Senior Customer Experience Consultant

Caterpillar Inc.•Peoria, IL

5d•$128,470 - $192,710•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. The Global Customer Experience (CX) Consultant is a high-impact role for a strategic customer experience leader who is passionate about turning insights into action. In this position, you will shape and advance the global CX strategy for the Cat Rental & Used business, helping improve customer onboarding, satisfaction, ease, and retention while influencing enterprise customer and digital growth. Role Summary: In this role, you will partner closely with teams across Cat Digital, Cat Financial, Marketing, and regional stakeholders to translate Voice of Customer (VOC) insights into meaningful strategies, elevate dealer execution, and drive alignment with key customer experience priorities and business objectives.

Requirements

Customer Focus: Champions a customer-first mindset by anticipating needs, strengthening relationships, and translating insights into solutions that improve satisfaction, loyalty, and business results. Uses feedback and performance trends to drive continuous improvement and shape a consistently strong customer experience.
Collaborating: Builds strong partnerships across functions, regions, and levels to solve problems, align priorities, and achieve shared business goals. Creates inclusive, collaborative environments that encourage open input, informed decision-making, and effective cross-functional teamwork.
Relationship Management: Builds and sustains strong, trust-based relationships with clients, partners, and internal stakeholders to advance shared goals and deliver business results. Sets clear expectations, promotes open communication, and strengthens collaboration through ongoing partnership, issue resolution, and continuous alignment.
Strategic Thinking: Applies a big-picture, business-driven perspective to identify opportunities, anticipate market trends, and prioritize actions that support long-term growth. Uses sound judgment and organizational insight to align strategies, navigate complexity, and drive informed decision-making.
Vendor/Supplier Management: Builds effective, trust-based relationships with vendors, suppliers, and external partners to ensure strong performance, service delivery, and business alignment. Monitors results, addresses issues proactively, and guides sound decision-making across supplier partnerships and external service arrangements.

Nice To Haves

Deep experience in customer experience, customer insights, or strategy roles, ideally within rental, equipment, or B2B industries
Strong knowledge of Voice of Customer (VOC) methodologies, customer journey mapping, and CX performance metrics
Proven ability to turn data and insights into actionable strategies and influence cross-functional stakeholders
Experience using dashboards, customer data, and performance reporting tools
Strong project management and cross-functional coordination skills in a global environment
Familiarity with Rental & Used business models, dealer networks, and digital ecosystems
Experience partnering with financial services organizations, such as Cat Financial
Exposure to digital platforms, eCommerce, and customer onboarding frameworks
Experience supporting global transformation or customer experience programs

Responsibilities

Lead global CX initiatives for Cat Rental & Used, including customer onboarding, aligned to enterprise KPIs.
Translate VOC insights into action through dealer recommendations, training, and customer experience improvements.
Support execution of the Used Customer Growth Strategy across demand generation, buying journey, and onboarding priorities.
Partner with Cat Digital to enhance customer insights, dashboards, surveys, and digital feedback tools.
Advise dealers and regional teams using customer insights and performance data to drive growth and improve experience.
Deliver CX enablement and training programs, including VOC training, customer modules, and onboarding resources.
Serve as the primary CX liaison to Cat Financial across key customer programs and initiatives.
Track and support CX performance metrics, including Customer Ease and Customer Satisfaction (CSAT).
Collaborate with Marketing and Brand teams to strengthen the Cat Rentals brand experience across touchpoints.
Monitor customer insights tools and customer-facing programs to identify optimization opportunities.