Career Area:

　　Business Technologies, Digital and Data

　　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 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 leading the planning, organization, and implementation of multiple and complex digital projects with a strong focus on Caterpillar’s Rental solutions. 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:

　　Working closely with the rental product team and external partners to define a best-in-class digitally integrated customer experience.

　　Lead critical rental customer experience projects that are informed by dealer and customer insights to better understand customer needs, pain points, and desires.

　　Supervise the work performed by suppliers to ensure that it meets the required quality standards.

　　Gathering and analyzing customer data through applications, analytics, surveys, research and more and summarizing insights gained.

　　Assessing and supporting integrated rental CX between Cat and Cat dealers.

　　Standing up and maintain customer feedback mechanisms to identify and prioritize customer pain points and opportunities for improvement.

　　Managing the day-to-day activities of projects, including overseeing project responsibilities and schedules. Developing contingency plans for potential risks.

　　Directing and motivating project team.

　　Evaluating and managing deliverables to ensure that service expectations are achievable, developed, and met.

　　Monitoring project results for significant deviations. Ensuring adherence to quality standards and processes.

　　Skills:

　　Extensive job related experience with the ability to lead projects, mentoring teams, and provide strategic direction with leaders & stakeholders.

　　Previous experience managing technical projects that may include systems integration or software development life cycle.

　　Leading interactions with customers to gather feedback on digital products and provide solutions.

　　Proven experience in 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:

　　7-10 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:

　　$123,480.00 - $185,280.00

　　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:

　　Annual incentive bonus plan*

　　Medical, dental, and vision coverage

　　Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

　　401k savings plan

　　Health savings account (HSA)

　　Flexible spending accounts (FSAs)

　　Disability benefits

　　Life Insurance

　　Parental leave

　　Healthy Lifestyle Programs

　　Employee Assistance Programs

　　Voluntary Benefits and Employee Discounts

　　Tuition Reimbursement

　　Career Development

　　*Subject 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.