Senior Customer Experience Consultant

Caterpillar Inc.•Peoria, IL

1d•Hybrid

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 Customer Solutions Core Regions division is hiring a dynamic Senior Customer Experience Consultant to transform large, complex datasets into actionable customer insights, supporting data‑driven business decisions and forward‑looking strategic development initiatives.

Requirements

Business Statistics: Knowledge of the statistical tools, processes, and practices to describe business results in measurable scales; ability to use statistical tools and processes to assist in making business decisions.
Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
Analytical Thinking: Knowledge of techniques and tools that promote effective analysis; ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems.
Machine Learning: Knowledge of principles, technologies and algorithms of machine learning; ability to develop, implement and deliver related systems, products and services.
Programming Languages: Knowledge of basic concepts and capabilities of programming; ability to use tools, techniques and platforms in order to write and modify programming languages.
Query and Database Access Tools: Knowledge of data management systems; ability to use, support and access facilities for searching, extracting and formatting data for further use.
Requirements Analysis: Knowledge of tools, methods, and techniques of requirement analysis; ability to elicit, analyze and record required business functionality and non-functionality requirements to ensure the success of a system or software development project.

Nice To Haves

Bachelor’s degree
Experience analyzing, linking, and interpreting large volumes of customer‑related data
Proven ability to translate complex data into clear, actionable insights for non‑technical stakeholders
Demonstrated success identifying trends and connecting insights to business opportunities
Ability to uncover gaps in customer insights and translate findings into targeted recommendations and actions that drive business outcomes

Responsibilities

Access, integrate, and maintain customer data from platforms such as Google Analytics, Salesforce, Insights Hub, Quantum Metric, and social listening tools, consolidating multiple sources into a centralized dataset for analysis.
Develop, maintain, and enhance dashboards and reports that highlight customer insights, trends, and key customer experience (CX) metrics across individual platforms and aggregated views.
Monitor data for trends, anomalies, and emerging customer signals, proactively identifying and communicating insights and opportunities to the CX & Insights Lead.
Support CX measurement and understanding by assisting with metric definition, governance, and ongoing tracking, while incorporating regional considerations and customer‑context nuances into insights.