**Career Area:** Technology, 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. 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:** We are seeking a highly analytical and customer-focused Customer Insights Manager to support our Experience team in leading our customer feedback and insights program for Cat Digital’s eCommerce Product Management Team. This role will serve as the central point of ownership for conducting statistically rigorous survey design and analysis (using Qualtrics), leading customer interviews, and synthesizing behavioral data using tools like ContentSquare. You will play a critical role in helping product, UX, and cross-functional teams understand the voice of our customers and drive experience improvements that deliver measurable business impact. **What You Will Do:** + Own and manage the end-to-end VoC program using the Qualtrics platform, including survey architecture, taxonomy, distribution strategy, and dashboarding. + Develop and enforce governance standards to ensure consistency in survey methodology, sampling design, and customer segmentation. + Ensure survey programs deliver statistically reliable and representative feedback that can inform high-stakes decisions. + Apply advanced statistical techniques (e.g., confidence intervals, significance testing, regression analysis) to analyze survey data and behavioral patterns. + Deliver clear, validated insights to stakeholders through reports, dashboards, and presentations. + Plan and execute structured customer interviews to gather qualitative insights that uncover pain points, mental models, and improvement opportunities. + Translate interview themes into actionable recommendations and integrate them with quantitative findings for comprehensive narratives. + Use platforms like ContentSquare or Google Analytics to identify behavioral friction, drop-off points, and usage patterns. + Correlate behavioral data with survey insights to surface root causes and prioritize opportunities. + Partner with product and UX teams to validate findings and inform roadmap priorities. + Partner closely with product managers, designers, marketing, and support teams to ensure VoC insights are embedded into product discovery and delivery cycles. + Provide ongoing education, coaching, and enablement tools (e.g., dashboards, frameworks, playbooks) to help teams act on customer feedback. + Track and report on VoC-driven improvements and the impact of customer insights on KPIs. **What You Will Have:** **Effectiveness Measurement** : Knowledge of effective measurement techniques and ability to measure the quality and quantity of work effort for the purpose of improvement. **Products and Services:** Knowledge of major products and services and product and service groups; ability to apply knowledge of product and service appropriately to diverse situations. **Relationship Management:** Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. **Pricing Models and Analytics:** Knowledge of pricing tools, techniques and methods; ability to assess analytical and pricing models through the use of statistical principles. **Software Product Training:** Knowledge of software product training; ability to create and deliver training on the implementation, operation and utilization of technology products and systems. **Software Release Management:** Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools. **Change Control:** Knowledge of the processes and procedures by which a change is identified, evaluated, approved, monitored and documented; Ability to manage changes in the production environment and processes effectively **Considerations For Top Candidates:** + Bachelor’s degree in UX Research, Data Science, Psychology (research-focused), Market Research, Business Analytics, or related field OR equivalent working experience + Experience with BI tools (e.g., Tableau, Power BI) and statistical software (e.g., R, Python, SPSS). + Certification or formal training in CX measurement frameworks (e.g., NPS, CSAT, CES) or UX research methods. + Experience in VoC, customer insights, product research, or a related role within a complex digital environment. + Deep proficiency in Qualtrics (or similar tool), including survey design, advanced logic, embedded data, and dashboarding. + Strong foundation in statistics, including experience with survey analysis, sampling techniques, regression models, and hypothesis testing. + Extensive knowledge of conducting and synthesizing customer interviews and qualitative research. + Familiarity with behavioral analytics tools such as ContentSquare, Quantum Metric or Google Analytics. + Extensive experience with the necessity and value of accuracy; ability to complete tasks with high levels of precision. + Strong communication and storytelling skills; able to explain complex data clearly to technical and non-technical audiences. **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. **Additional Information:** \#LI \#BI **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 to 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. This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act. **Summary Pay Range:** $110,520.00 - $165,840.00 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:** 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 Relocation is available for this position. 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. **Posting Dates:** June 16, 2025 - June 23, 2025 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. Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .