Customer Insights​/Market Research Consultant

Career Area:

Marketing

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We are looking for a Customer Insights Consultant for Core Regions in the Products and Services Department within Caterpillar’s Customer Solutions Core Regions Division
. This position is key to developing the processes the extended team will use to drive a deeper understanding of our customers’ toughest challenges. This will be done using various professional methods, including customer panel development, customer advisory groups, voice of customer standard work, customer digital data insights, and market research to support the sales and product development teams.

This role will be critical to support the development of tailored portfolio solutions and new product and component development supporting our growth targets.

The Customer Solutions Products and Services Department is a newly formed department that will deliver data-driven, segment‑specific support, through customer back‑solution development, deep product and services expertise, and accelerated technology adoption to address customer pain points and support success at site.

• Support Field Teams, Dealers & Customer with deep Product and Services expertise.
• Focus Product, Services & Technology development on solving customer problems at the segment and site level.
• Use this deep understanding of the customer’s problems to drive product and solution development to support growth with business partners in product and component divisions.

Leads the team customer insights process development to create best‑in‑class understanding of our customers across the lifecycle. Obtains, organizes, analyzes, interprets and reports market‑related information used in determining marketing strategies and objectives for all aspects of the customer lifecycle.

• Gathering, analyzing, and interpreting data to identify market trends and insights and presenting insights to business partners regarding implications on product, service or customer experience development.
• Analyzing and interpreting data, providing detailed observations and insights and recommending actions to take based on insights.
• Understanding business needs and designing appropriate quantitative/qualitative research plans to generate focused insights.
• Managing market research process, including agency management, and collaborating with cross‑functional counterparts to influence key strategies and execution decisions.
• Determining, implementing and monitoring customer insight strategies, processes, tools and techniques. This can include using customer advisory groups, customer panels, internal data insights, and internal machine‑customer insights data for both prime product and aftermarket needs.

• Experience: Minimum of 5 years of experience as a Customer Insights/Market Research Consultant.
• Proven experience in customer and product life cycle, customer behaviors, pain points and process improvement.
• Strong understanding of data and data sources.
• Ability to collaborate cross functionally.
• Languages: Proficiency in English and French required;
  Japanese a plus.

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

Collaborating: Knowledge of collaborative techniques; ability to…