Digital Customer Experience Specialist

Caterpillar Inc.

Digital Customer Experience Specialist at Caterpillar Inc. owns the intake and synthesis of Voice of Customer feedback for AI Assistant digital experiences.

Posted 4/30/2026full-timePeoria • Colorado, Illinois, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $112,710 - $183,140 per yearWebsite

About the role

Key responsibilities & impact

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.
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.
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.
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.
Identify, document, and report design, reliability, and usability issues affecting customer and dealer experiences.

Requirements

What you’ll need

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.
Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Knowledge of software engineering; ability to deliver new or enhanced fee-based software products.
Knowledge of strategies, practices and tools for resolving software problems; ability to manage software problems in installed software products.
Knowledge of and experience with the business aspects and operation of a software product; ability to manage install base, current uses, future plans, and product vision.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

business analysissoftware engineeringproblem statementsuser storiesacceptance criteriafeedback categorizationdata synthesisusability analysisproduct managementdecision-making techniques

Soft Skills

communicationcollaborationanalytical thinkingstakeholder managementproblem-solvingprioritizationinsight articulationfeedback managementadaptabilitycritical thinking