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Career Area:Business Technologies, Digital and DataJob Description: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 newly formed Integrated Customer Experience team leads key projects, tasks, and research that enhance the digital customer experience of all Product Portfolio teams within the Digital Product Management team in Cat Digital.This position will be responsible for supporting the planning, organization, and implementation of multiple and complex digital projects with a primary focus on helping to communicate our CX vision and running projects to collect, analyze, and drive CX initiatives. The role will collaborate with Digital Product Management, applications, platform, connectivity, user-experience, user-research, analytics, and dealer and customer support to ensure project progression while communicating progress with digital leadership and business partners. This position will also help establish best practices, templates, and a digital customer experience resource center.JOB DUTIES:
Develop, implement, and manage a robust change management strategy for the CX team.
Collaborate closely with internal and enterprise partners to establish digital-focused templates for CX materials, such as personas, journey maps, and empathy maps.
Collect and analyze customer data through various applications, Google Analytics, surveys, and research, and synthesize the insights gained.
Establish and maintain customer feedback mechanisms to identify and prioritize customer pain points and opportunities for improvement.
Manage the day-to-day activities of projects, including overseeing project responsibilities and schedules. Developing contingency plans for potential risks.
Evaluate and manage deliverables to ensure that service expectations are achievable, developed, and met.
Monitor project results for significant deviations. Ensure adherence to quality standards and processes.
Skills:
Moderate-Strong job related experience with the ability to work independently managing projects, collaborating with leaders & stakeholders and providing solutions.
Previous experience managing technical projects that may include systems integration or software development life cycle.
Confidant interacting with customers to gather feedback on digital products and collaborate with internal teams to provide solutions
Previous experience in facilitating customer experience sessions which may include customer journey mapping, empathy mapping and documentation of processes.
Knowledge of effective planning techniques and ability to contribute to operational (short term), tactical (1-2 years), and strategic (3-5 years) planning in support of the overall business plan.
Strong project management experience in IT, marketing, digital, or communications background is also required.
Experience with project management and product development software is desired such as Azure DevOps, Aha!, Confluence, Jira, MS Project etc.
Top candidates will also have:
3-6 years of job-related experience
Experience with CX initiatives.
Experience with driving change management within a complex organization.
Experience with Agile process management is desired.
The position requires in-depth knowledge with Caterpillar functional areas, policies, and procedures.
Advanced human relations skills are needed for a cooperative working relationship with others inside and outside the department.
Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.Summary Pay Range:$104,112.00 - $162,480.00Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.Benefits:Annual incentive bonus planMedical, dental, and vision coveragePaid time off plan (Vacation, Holiday, Volunteer, Etc.)401k savings planHealth savings account (HSA)Flexible spending accounts (FSAs)Disability benefitsLife InsuranceParental leaveHealthy Lifestyle ProgramsEmployee Assistance ProgramsVoluntary Benefits and Employee DiscountsTuition ReimbursementCareer DevelopmentSubject to annual eligibility and incentive plan guidelines .Any offer of employment is conditioned upon the successful completion of a drug screen.EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar.Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.
