Customer Insights Lead

Career Area:

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.

Your Work Shapes the World at Caterpillar Inc.

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 lead the customer feedback and insights program for Cat Digital’s Cat.com Experience Team. This role will serve as the central owner for VOC initiatives, combining statistical analysis, customer research, and behavioral data to generate actionable insights. You will play a critical role in helping product, UX, and cross-functional teams understand customer needs and drive experience improvements that deliver measurable business impact.

What You Will Do:

• Design and scale VOC programs (surveys + interviews), ensuring statistical rigor and actionable outputs

• Synthesize qualitative and quantitative data into clear, prioritized insights and recommendations

• Partner with product, UX, and business teams to embed customer insights into discovery and delivery

• Enable teams through dashboards, frameworks, and coaching to act on customer feedback

• Measure and communicate the impact of VOC initiatives on key business and experience KPIs

• Lead development of a Customer Value Map to align customer needs, business priorities, and experience strategy

• Drive qualitative research strategy and execution, translating customer insights into opportunities for product and experience innovation.

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.

Considerations For Top Candidates:

• Bachelor’s degree in UX Research, Data Science, Psychology (research-focused), Anthropology and Ethnography, 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, mixed method 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