IT Customer Experience Program Manager

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Career Area:

Business Technologies, Digital and Data

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Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

What does it mean to live the Caterpillar Experience?

It means you play a part in building a better world. You contribute to a winning culture—a spirit of accountability—that has driven change on every continent for more than 90 years. To work with us is a commitment to improve sustainability, invent for the digital age and innovate in order to bring solutions to millions of people. Sure, you work for Caterpillar. But more importantly, you work for the good of your career, your family, your community, and your world.

Job Summary:

Facilitates the implementation of programs and processes intended to help the organization understand, analyze and create a positive IT experience.

What You Will Do:

• Provide senior level consulting services to internal business groups on process improvement projects designed to improve their business results.

• Work across IT organizations, interpreting data to determine where problems exist, identify operational efficiencies, and coordinate with operational leaders to correct.

• Monitor client experiences and feedback on the use of business applications; continue to enhance system productivity, as needed.

• Analyzing and making recommendations for additional products or services that will enhance customers' satisfaction, productivity or profitability.

• Lead all programs as a result of the Caterpillar IT strategy.

What You Have:

• The position typically requires a college or university degree OR several years of full-time management experience, as well as a familiarity with the Caterpillar business model and organization.

• Strong project management skills, team leadership skills, excellent communication skills, strong analytical and organizational skills.

• Work across IT organizations, interpreting data to determine where problems exist, identify operational efficiencies, and coordinate with operational leaders to correct.

• Demonstrated experience in influencing change and driving alignment among diverse stakeholders.

• Proven experience developing and implementing technology and/customer transformation initiatives.

• 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.

• Creativity: Knowledge of the approaches, tools, and techniques for promoting creative, original thinking and ability to apply it to a variety of business situations.

• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Influencing: Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.

• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.

• Customer Experience Management: Knowledge of customer experience management; ability to implement strategies and techniques used to ensure that customers have a positive experience with the organization's products and services at every touch point.

• Matrix Management: Understanding of the importance of being able to leverage external resources when required and ability to build and use effective working relationships within own department and across department, functional, and geographic reporting lines.

What You Will Get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

Here you earn more than just an hourly wage, because we value your performance, we offer a total rewards package that provides day one benefits (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus.

Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

Additional Info :

• The primary locations for this position are: East Peoria, IL, Nashville TN, or Dallas, TX

• This position may require 10% travel.

• Sponsorship is not available.

About Caterpillar -

Caterpillar Inc. is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we've been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at

Any offer of employment is conditioned upon the successful completion of a drug screen.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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