Digital Customer Experience Specialist

## Digital Customer Experience Specialist**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.* 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.* 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.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 deliver new or enhanced fee-based software products.

**Software Problem Management:** Knowledge of strategies, practices and tools for resolving software problems; ability to manage software problems in installed software products.

**Software Product Business Knowledge:** 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.* Ability to identify business needs, document requirements, and recommend solutions that deliver stakeholder value.* Skilled at synthesizing disparate inputs into structured, actionable problem statements.* Differentiates signal from noise across qualitative and quantitative feedback sources.* Evaluates alternatives, assesses impact, and recommends pragmatic paths forward.* Communicates clearly and credibly with customers, dealers, support teams, product partners, and technical teams.* Produces crisp written outputs such as insight summaries, work items, and stakeholder updates.* Manages intake and clarification of change requests, including scope, priority, risk, and status.* Helps improve intake processes and templates to increase consistency and efficiency.* Understands best practices for reporting, tracking, escalating, and resolving product issues.* Supports transparent communication of issue status and resolution progress.* Understands how digital products deliver value and how customers and dealers adopt and use them.* Maintains and shares insights on real‐world usage, friction points, and improvement opportunities.* 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
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