Customer Experience Data Analyst

Career Area

Marketing / Sales / Product Support

At Caterpillar, we work to help our customers build a better world. Without our team of talented, bright, and driven individuals, we wouldn’t be the Caterpillar we are today. Now, this is your chance to join our team and do work that matters. We want you to help us enable customer success, make progress possible around the world and help our communities grow and thrive.

Global Rental, Service & Marketing (GRSM) is a part of the Services, Distribution & Digital (SD&D) segment. GRSM is comprised of Global Rental & Used Equipment Services, Global Service and Global Marketing & Brand. A primary role of GRSM is to support and enhance Caterpillar’s dealer network, which is a competitive strength and the critical way in which we serve our customers.

Customer Experience (CX) is about considering our customers’ perspectives in everything we do and the business decisions we make, with the objective of ensuring a mutually beneficial relationship. The Integrated Consumer Experience team (ICX) is a newly formed team for Caterpillar and one that is responsible for implementing global Caterpillar-wide approaches to drive loyalty, retention and meaningful interactions throughout the customer journey.

We are looking for a talented and passionate team member that will help influence and support the right strategies and business practices to enhance Caterpillar’s reputation and strengthen its relationships with our customers. Members of the ICX team ensure that digital and physical experiences adhere to brand standards and support optimal customer contacts, acquisitions, journeys, and Caterpillar’s revenue generation objectives.

The Role: Customer Experience Data Analyst

Cat Vantage Rewards is Caterpillar’s new Loyalty Rewards program. This program is enterprise-wide and works closely with our Caterpillar Dealer network to market, convert and develop awareness to Caterpillar customers. This role will support the customer experience strategy for the enterprise to ensure the brand mission comes to life in the hearts and minds of Caterpillar customers.

This new program unifies our customers’ rewards experience and enables them to earn reward points based on spend. Cat Vantage Points can be redeemed for Cat Credits to be used towards future qualifying purchases of Cat parts, service, rentals, and more.

We Are Looking For a Marketing Data Specialist That Has Experience In The Following

Cat Vantage launched in the US and Canada in 2023, and we will be expanding our NA as well a global Cat Vantage Rewards experiences.

• Point person to lead training materials and reporting for Customer Service, dealer leadership, dealer network and internal Caterpillar employees to enable those groups to promote and support the loyalty program.
• Work closely with Rewards leader and International specialist to develop a view of new or emerging opportunities.
• Provide monthly report of drivers and indicators for Caterpillar business units in concert with marketing campaigns.
• Uses data and insight to drive the strategic direction of Cat Vantage Rewards. Gather data and research from marketing technology, Voice of the Customer, Voice of the Dealer and Business to accelerate business growth.
• Collaborate with technology partners to ensure that tracking and analytic tools are meeting the needs for reporting.
• Partner with Customer Experience Insights partners to analyze survey results and generate key insights, recommendations, and action plans.
• Support defining the Cat Vantage Rewards program key performance indicators (KPI), and program health reporting standards.
• Visualize the data to drive clarity of results and report on trends, areas of opportunity and impact.
• Responsible for program health dashboard reporting, including leveraging data to generate key insights and recommendations which are shared with Cat Vantage Rewards stakeholders and leaders.

Key Skills

• Communications: Clearly convey thoughts and listen to others.
• Collaboration: Partner with cross-functional groups to build reporting dashboards and monthly reporting.
• Analytical thinking: Properly assess data and draw conclusions, identify customer trends and patterns to guide decisions.
• Problem-solving: Studying issues in the customer experience and identifying solutions to ensure that customers are satisfied with the Cat brand from the moment they show interest to well after purchase.
• Insights generation and ability to story-tell using data: Showcase data to help inform and influence a customer-centric experience and allow the data to drive the design.
• Execution: Strong project management abilities.

Basic Requirements

• 5+ years of marketing experience in a large, matrixed organization
• Bachelor's degree in marketing, marketing analytics and/or research
• Must be willing to travel up to 20% of working time (mostly domestic travel)
• 3+ years supporting or participating in customer experience (CX) transformation initiatives and data analytics

Top Candidates Will Also Have

• Certifications or trainings in CX best-practices.
• Experience in design and execution of market / customer / behavioral research including both
• Knowledge of CX fundamentals.

qualitative and quantitative.

• Demonstrated experience leading customer journey processes (customer retention, customer

service, reporting, etc.) across multiple industries such as automotive, retail, CPG, and

hospitality.

• Exceptional organization, project management and change management success.
• Experience developing and deploying new insights methods or capability.
• Experience communicating with others in different levels of the organization, including senior leadership and stakeholders.
• Strong customer focus and ability to incorporate feedback / input from multiple sources.

Additional Information

• This position can be located in Peoria, IL or Chicago, IL. Remote work may be considered for the right candidate.
• This posting will expire at 11:59pm CST on Thursday, July 20th.

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

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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