7-12+ years in customer experience, operations, or digital transformation roles
Strong communication and relationship-building skills
Highly organized with strong problem-solving abilities
Experience leading cross-functional process improvements
Proficiency with CRM/ERP systems, preferably Dynamics, and data reporting tools like Power BI
Responsibilities
Lead the customer experience strategy across all channels and locations
Manage customer feedback and survey programs to drive improvement initiatives
Establish and monitor customer communication standards
Identify and remove friction in customer processes
Standardize and scale customer-facing processes while promoting digital platform adoption
Support customer events and trade shows to enhance brand presence
Benefits
Opportunities for professional development and growth
Engagement in innovative customer experience initiatives
Collaboration with cross-functional teams
Involvement in high-impact projects that shape customer interactions
Access to advanced technology and data tools
Full Job Description
JOB DESCRIPTION:
Lead the customer experience strategy across all channels and locations, ensuring a consistent, high-quality experience throughout the customer journey.
Manage the customer feedback and survey program, analyze insights, and drive improvement initiatives with clear accountability and measurable results.
Establish and monitor customer communication standards, including proactive updates, callback compliance, issue resolution, and escalation processes to enhance customer satisfaction.
Improve customer processes by identifying and removing friction, enhancing data quality, streamlining workflows, and strengthening cross-functional collaboration.
Standardize and scale customer-facing processes while driving adoption and engagement of digital platforms, including Parts.Cat.Com, Cat Central, and VisionLink.
Support customer events, trade shows, and facility visits to strengthen brand presence, ensure consistent retail merchandising and signage, and identify opportunities to enhance the overall customer experience.
RECOMMENDED QUALIFICATIONS:
7-12+ years in customer experience, operations, or digital transformation roles
Strong communication, relationship-building, and collaboration skills, with the ability to influence outcomes, facilitate discussions, resolve issues, and effectively engage customers and cross-functional stakeholders.
Highly organized and analytical professional with strong problem-solving abilities, capable of managing multiple priorities, adapting to change, leveraging technology and data, and driving continuous improvement while maintaining professionalism and integrity.
Experience leading cross-functional process improvements in branch-based, field service, or customer-focused environments.
Proficiency with CRM/ERP systems (Dynamics preferred), customer feedback programs, and data reporting tools such as Power BI to drive insights and business decisions.
