Digital Customer Experience Specialist

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:
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 deli