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Caterpillar Corporate

Customer Insights Manager

Caterpillar Corporate - Chicago, IL

Customer Insights Manager','17000B3J','!*!

The Customer

Insights Manager will be responsible for leading critical analysis in support

of strategic business and product initiatives. As a leader of the enterprise

Customer Insights team, you'll be passionate about driving our mission to

improve customer engagement and loyalty. Your insights will infuse the DNA of

our product, marketing and leadership teams.

In this role, you’ll be able to:

Lead medium to

high impact initiatives to understand our customersDevelop insightful

and tactical recommendations and inspire change in creating products that will

delight our customers The person hired for the position of Customer

Insights Manager will be pivotal in strengthening the Insights function within

Caterpillar by leading the build of new and optimization of existing Customer

Experience insights capabilities across Cat businesses and industries. This

person will work closely with the Insights Capabilities Manager in the

discovery and definition of new methods, applications and process for a

holistic approach. They will be a driven and

passionate individual focused on energizing and developing the organization’s

functional capabilities, as well as rolling them out within the insights

community. The Customer Insights Manager will lead and

coordinate medium to high complexity projects and ongoing initiatives to

uncover insights about our customers that will drive improvements to customer

retention, customer experience, and internal business processes. The program

manager uses a variety of VOC tools to facilitate their work but also maintains

a high level of expertise in conducting, gathering, and sharing analyses. The Customer Insights Manager is responsible for

overseeing three key groups:  customer

research, enterprise loyalty survey, and data/analytics. Primary Responsibilities include but are not limited to the following:Works independently and in

partnership with enterprise Marketing leadership, Business Units and Dealers to

build a central portal of customer insights and to facilitate access for all

relevant stakeholders.Oversee the identification of

new methods and processes to improve insights generation and drive business

group actionDetermine key ways to standardize

approaches and create measurement KPIs to Customer Experience insights to

maximize the impact for CaterpillarShare best practices and ensure

implementation across Caterpillar internal divisionsImplement training on new

methodologies and approachesHands on implementation of

customer insights projects individually or in close partnership with other

internal teams

Coordinate and lead medium to

high complexity VOC requests, projects or ongoing initiatives to uncover

customer insights designed to improve retention, customer satisfaction, and

customer experiences or business processes.Use a variety of tools such as

Speech Analytics, NPS results, and primary research (working in partnership

with market and UX user research), internal complaint logs, competitive

analysis, and market/media monitoring to help identify internal and external

trends that necessitate responding (working in close alignment with Corporate

Communications).Work closely with Segment

Marketing Leaders and Product Managers to identify business goals, establish

project scope, KPI's and provide actionable recommendations for improvements,

for projects designed to uncover customer/segment needs and experiences at

various points in the customer lifecycle.Provide regular project updates

to Stakeholders, as appropriate.Structures results and

recommendations that deliver unique insights and create compelling cases for

change. Strive to bring VOC to life in a positive way that effectively

illustrates the emotional experiences of consumers.Supports and helps to shape

deeper Customer understanding by complementing quantitative data with

qualitative customer perspective to drive greater customer/segment

understanding.

','!*!Basic Qualifications:Bachelor’s degree or higher from

an accredited institutionMinimum five (5) years of

experience in both qualitative and quantitative insights design and execution3 years

data analytics experience

Top Candidates Will Also

Have:

MBA or Master's degreeExperience developing and deploying

new insights method or capabilityStrong facilitation skillsExceptional behavioral

data-collection and analysis skills, e.g., designing, conducting, and analyzing

all kinds of user data.Familiarity with internet-development technologies

and tools.Retail/E-commerce/B2B research experience in a

global context.Prefer knowledge of speech analytic tools or other

VOC methods. Experience with different VOC tools and methods such as primary

research, Net Promoter Score is very desirable.Knowledge of customer journey

processes (customer retention, customer service, reporting, etc...) is

desirable. A deep understanding of customer needs through research (this could

take various forms - surveys, customer interviews, focus groups, etc.)

Ability to work

and communicate with multiple teams at a timeExcellent

communication, presentation, interpersonal and analytical skills; the ability

to communicate complex concepts clearly and persuasively across different

audiences and varying levels of the organization.The

ability to manage ambiguity, work autonomously, and multi-task in an agile

environment.Ability

to meet ambitious deadlines and deliver high-quality work on schedule.Love

for uncovering treasures in a sea of data.Experience working in an agile

environmentExceptional organization and

project management skillsMaintains positive and can-do

attitude and approach to workKnowledge and understanding of

customer experience areasAbility to navigate and

influence in a large matrix organizationCreativity and storytelling

abilities

Additional Information:This role will ideally be located in Chicago, IL.  However the role could possibly be located at another location, if necessary

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment based non-immigrant and immigrant visas. However, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website www.Caterpillar.com/careers.

','Relocation assistance is available for this position.','EEO/AA Employer. All qualified individuals – including minorities, females, veterans and individuals with disabilities – are encouraged to apply.','Nov 21, 2017','United States-Illinois-Chicago','','Marketing / Sales / Product Support','Customer Insights Manager

3 days 22 hours ago

Caterpillar Corporate

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Customer Insights Manager Caterpillar Corporate - Chicago, IL, United States

   

Location: Chicago, IL

Company Profile:
For 90 years, Caterpillar Inc. has been making sustainable progress possible and driving positive change on every continent. Customers turn to Caterpillar to help them develop infrastructure, energy and natural resource assets. With 2015 sales and revenues of $47.011 billion, Caterpillar is the world’s leading manufacturer of construction and mining equipment, diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. The company principally operates through its three product segments - Construction Industries, Resource Industries and Energy & Transportation - and also provides financing and related services through its Financial Products segment.