Digital Operations Support Analyst – Self-Service, AI

Caterpillar Inc.

Provides self-service support and evaluates AI-driven experiences at Caterpillar Inc. Collaborates cross-functionally to improve customer self-service interactions with data-driven insights.

Posted 7/22/2026full-timePeoria • Illinois, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $97,530 - $158,480 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in analyzing AI performance and customer data to enhance self-service solutions, while effectively collaborating across functions to drive automation initiatives and improve customer experience metrics.

Highest-signal resume keywords

AI Performance ValidationSelf-Service Solution TestingSalesforce ExperienceData Analysis for ImprovementBPO Environment Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI Tools ExperiencePerformance MeasurementAutomation InitiativesDigital Self-Service Solutions TestingCase Data Analysis

Soft Skills

Effective Communication

Tools & Technologies

SalesforceMicrosoft WordMicrosoft PowerPointMicrosoft Excel

Industry Keywords

BPO EnvironmentsSupplier PartnershipsCustomer Experience IndicatorsKnowledge Base Development

About the role

Key responsibilities & impact

Provides self‑service support by testing and evaluating AI‑driven experiences.
Analyzes live case and self‑service data, identifying opportunities for scalable self‑service solutions.
Reviews AI performance, validates response accuracy.
Partners cross‑functionally to convert repeat case drivers into effective self‑service and AI‑enabled resolutions.
Tests, validates, and evaluates AI-powered self-service solutions for accuracy and quality.
Analyzes case data and customer interactions to identify improvement areas.
Collaborates with partners to convert case‑driven issues into self‑service content.
Monitors and supports improvement of AI containment and customer experience indicators.
Develops and maintains knowledge base and support documentation for AI training data.
Gathers requirements and prioritizes automation initiatives.
Benchmarks automation performance against industry standards.

Requirements

What you’ll need

Knowledge of performance measurement and tuning for systems, processes, content and technical tools.
Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
Understanding of effective communication concepts, tools and techniques.
Experience working with contact center tools such as Salesforce.
Experience reviewing customer data, case trends, or digital performance metrics.
Experience with a variety of AI tools.
Intermediate knowledge of Microsoft Word, PowerPoint, and Excel.
Experience testing or validating AI, virtual assistants, chatbots, or digital self‑service solutions.
Experience building an AI agent.
Understanding of how live case drivers translate into self‑service and AI opportunities.
Solid understanding of BPO environments and supplier partnerships.
4‑Year degree in an applicable field or equivalent experience preferred.

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*