Digital Customer Experience Specialist

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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.

Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better, more sustainable world.

Job Summary:
As the Digital Customer Experience Specialist, you will own the end‑to‑end intake and synthesis of Voice of Customer (VoC) and Voice of Dealer (VoD) feedback for the Cat AI Assistant and related digital experiences. You will collect feedback from multiple channels, identify themes and root causes, and convert insights into clear, actionable work items that shape the product roadmap and improve customer and dealer outcomes.

This role partners closely with Product, Support, researchers, other divisions, and industry partners to ensure feedback is captured consistently, prioritized transparently, and communicated effectively creating a reliable feedback loop that drives measurable improvements to the experience.

Key Responsibilities:

Voice of Customer / Voice of Dealer Intake & Synthesis

• Collect and consolidate VoC/VoD feedback from multiple channels (e.g., support cases, dealer communications, research studies, field inputs, stakeholder interviews, surveys).

• Establish a repeatable approach to categorize feedback into themes such as usability, performance, feature gaps, trust, and workflows.

• Distill high‑volume inputs into concise insights that articulate what is happening, who is impacted, why it matters, and recommended next actions.

Actionable Insights & Roadmap Enablement

• Translate customer and dealer feedback into high‑quality work items (problem statements, user stories, acceptance criteria, expected outcomes) to support product and engineering teams.

• Partner with product managers to inform prioritization decisions by providing context, impact, and urgency based on real customer experience signals.

• Track feedback‑driven items through delivery and help close the loop by communicating outcomes back to stakeholders.

Cross‑Functional Partnership & Feedback Operations

• Partner with Customer Support and field‑facing teams to improve feedback quality, consistency, and escalation pathways.

• Collaborate with researchers, other product partners, and internal divisions to align on insights and reduce duplication of effort.

• Facilitate regular reviews of customer and dealer feedback with the Cat AI Assistant product team.

Issue Identification, Change Requests & Quality Signals

• Identify, document, and report design, reliability, and usability issues affecting customer and dealer experiences.

• Support structured change request intake by clarifying scope, impacted functionality, business need, risks, and recommended resolution paths.

• Monitor recurring feedback themes and emerging experience risks, escalating critical items with evidence‑based recommendations.

• Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time.

What You Will Have:

Business Analysis: Knowledge of business analysis and the set of tasks, techniques and tools required to identify business needs; ability to recommend solutions that deliver value to stakeholders.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Software Engineering: Knowledge of software engineering; ability to deliver new or enhanced fee-based software products.
Software Problem Management: Knowledge of strategies, practices and tools for resolving software problems; ability to manage software problems in installed software products.
Software Product Business Knowledge: Knowledge of and experience with the business aspects and operation of a software product; ability to manage install base, current uses, future plans, and product vision.

Considerations For Top Candidates:

• Ability to identify business needs, document requirements, and recommend solutions that deliver stakeholder value.

• Skilled at synthesizing disparate inputs into structured, actionable problem statements.

• Differentiates signal from noise across qualitative and quantitative feedback sources.

• Evaluates alternatives, assesses impact, and recommends pragmatic paths forward.

• Communicates clearly and credibly with customers, dealers, support teams, product partners, and technical teams.

• Produces crisp written outputs such as insight summaries, work items, and stakeholder updates.

• Manages intake and clarification of change requests, including scope, priority, risk, and status.

• Helps improve intake processes and templates to increase consistency and efficiency.

• Understands best practices for reporting, tracking, escalating, and resolving product issues.

• Supports transparent communication of issue status and resolution progress.

• Understands how digital products deliver value and how customers and dealers adopt and use them.

• Maintains and shares insights on real‑world usage, friction points, and improvement opportunities.

What You Will Get:

Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We’ve created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us.

About Caterpillar

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

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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