Senior Customer Experience Consultant

Caterpillar Inc.

Global Customer Experience Consultant advancing the CX strategy for Cat Rental & Used business at Caterpillar. Influencing customer onboarding, satisfaction, ease, and retention while driving digital growth.

Posted 6/11/2026full-timePeoria • Illinois, North Carolina • 🇺🇸 United StatesSenior💰 $128,470 - $192,710 per yearWebsite

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Hard Skills

customer experiencecustomer insightsstrategyVoice of Customer (VOC) methodologiescustomer journey mappingCX performance metricsdata analysisproject managementperformance reporting

Soft Skills

cross-functional coordinationinfluencing stakeholderstrainingcollaborationcommunication

Tools & Technologies

dashboardscustomer data toolsdigital feedback toolscustomer insights tools

Industry Keywords

rental industryB2Bdealer networksdigital ecosystemscustomer onboarding frameworksglobal transformation

About the role

Key responsibilities & impact

Lead global CX initiatives for Cat Rental & Used, including customer onboarding, aligned to enterprise KPIs.
Translate VOC insights into action through dealer recommendations, training, and customer experience improvements.
Support execution of the Used Customer Growth Strategy across demand generation, buying journey, and onboarding priorities.
Partner with Cat Digital to enhance customer insights, dashboards, surveys, and digital feedback tools.
Advise dealers and regional teams using customer insights and performance data to drive growth and improve experience.
Deliver CX enablement and training programs, including VOC training, customer modules, and onboarding resources.
Serve as the primary CX liaison to Cat Financial across key customer programs and initiatives.
Track and support CX performance metrics, including Customer Ease and Customer Satisfaction (CSAT).
Collaborate with Marketing and Brand teams to strengthen the Cat Rentals brand experience across touchpoints.
Monitor customer insights tools and customer-facing programs to identify optimization opportunities.

Requirements

What you’ll need

Deep experience in customer experience, customer insights, or strategy roles, ideally within rental, equipment, or B2B industries
Strong knowledge of Voice of Customer (VOC) methodologies, customer journey mapping, and CX performance metrics
Proven ability to turn data and insights into actionable strategies and influence cross-functional stakeholders
Experience using dashboards, customer data, and performance reporting tools
Strong project management and cross-functional coordination skills in a global environment
Familiarity with Rental & Used business models, dealer networks, and digital ecosystems
Experience partnering with financial services organizations, such as Cat Financial
Exposure to digital platforms, eCommerce, and customer onboarding frameworks
Experience supporting global transformation or customer experience programs

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