Senior Customer Experience Consultant

Description

Career Area:

Job 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 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.

What You Will Do (Job Duties):

• 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.

What You Will Have (Core Skills):

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.

Top Candidates Will Have:

• 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

Additional Information:

• This position is located in Peoria, IL, Cary, NC, or Irving, TX.

• Relocation assistance will be available.

• Travel for this position is up to 25%.

• Sponsorship & ISE are not available.

Summary Pay Range:

Compensation 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:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 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

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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