JOB DESCRIPTION

Description

Cat Digital is a unique organization within Caterpillar that is leveraging data analytics, innovation, digital channels, and techniques to drive profit, create more efficient revenue growth, unlock new revenue streams and provide more durable competitive advantages for the business through unexpectedly great experiences for our customers.　

Behind every customer, success is the team at Caterpillar, who is taking the bits and bytes of machine and market data and translating them into useable actionable information for our customers. 

JOB PURPOSE:

The Director of Customer Experience (CX) will evaluate the needs of our diverse customer base, understand our overall business goals, and become familiar with our application portfolio in order to create an optimized digital experience across a multitude of technology platforms. You will lead a team of UX and UI designers to design frictionless digital experiences that will help empower Caterpillar customers to more efficiently manage and grow their business. In this position, you will be responsible for collaborating closely with business units and dealers to ensure consistency and ease of use across our full application experience, which includes 3^rd party applications.

In addition, you will define a process to effectively capture user research from customers and industry partners and provide external insight to shape a best in class experience. You will work with stakeholders and vendors in order to turn customer needs into a heuristic user experience strategy using human-centered and interaction design. You will translate customer needs into wireframes and prototypes, and visually design our future UI/UX strategy. This position must have strong experience delivering strategic digital capabilities across various digital channels.

JOB DUTIES:

• Function as a senior leader for individuals and teams to create a cohesive customer experience across a broad array of existing and new, internal and external, business systems, or processes.
  
  • Position will be expected to pull input from the whole team to formulate decisions and develop the output for the job/project. 
  • Key areas of responsibility encountered in the role of team leader are: plan and manage the job/project; manage the business/financial aspects of the job or project; provide a supportive work environment for the team; mentor, coach, and develop others; and manage one’s own development. 
  • The senior leader will interact with people from diverse technical and cultural backgrounds.
  • Incumbent will work within the team and beyond the team with contractors, hourly, salaried and management employees, suppliers, customers, and individuals working in many Caterpillar organizations.
• May make decisions which affect the job/project team, the division or business unit, suppliers, both internal and external customers, and the market.
  
  • Decisions may impact the entire portfolio of products, process or factory, warranty, sales, and customers’ perceptions, and can cause an evolutionary change in technology.
  • Expectations demand that jobs/projects be completed on time, independent of the hours required.
  • Acknowledging trade-offs between time, resources, and quality and raising the customers’ and management’s awareness of those trade-offs is essential.
• Partner with various internal and external research to create a large scale, cohesive UI / UX strategy for a large portfolio of interconnected applications.
• Lead a team of UX / UI designers to create polished, product-ready UI designs for individual applications that connects to the larger customer experience strategy.
• Conceptualize and communicate design ideas to stakeholders of all levels within an organization.
• Provide input on the creation of wireframes, user flows, visual design assets, and interactive prototypes/high fidelity mockups.
• Understand overall customer needs and the ability to have a holistic view of design and user experience; ability to deliver on short-term needs that fit into long-term vision.
• Collaborate with other employees, including product owners, designers, web and mobile engineers, quality-assurance engineers, leadership, and more.
• Responsible for defining design guidelines (DEG) and best practices (design strategies) to be used across ecosystem; providing oversight to guideline auditors to govern design guidelines.

Qualifications

Required Qualifications

• Four-year college degree with the focus ideally being in Graphic, Interaction, Industrial, New Media or related Design, HCI (Human Computer Interaction), human factors/ergonomics, or a related field. 
• 3+ years of managing a team of UI / UX resources that support a cohesive digital experience across a large portfolio of applications
• 8+ years of experience designing digital products on a variety of platforms, including web and mobile (iOS and Android).
• Exceptional design skills, production value and attention to detail.
• Experience in Interaction Architecture, UI/UX design, Customer Experience and/or User Experience.
• Deep knowledge of UX industry standards, usability, trends in web design, and eCommerce, including cart and checkout optimization.
• Proficiency with Photoshop, Illustrator, InDesign, Fireworks, Sketch for OS X, Adobe CC, and/or associated design tools.
• Requires the ability to listen to customers and stakeholders to visually design new products and features.
• Experience leading design sprints and using an agile methodology.

Top Candidates Will Have

• Masters degree with the focus ideally being in Graphic, Interaction, Industrial, New Media or related Design, HCI (Human Computer Interaction), human factors/ergonomics, or a related field. 
• Requires ability to listen to customers and stakeholders to visually design new products and features.
• Experience working with new mobile technologies, including voice, virtual, augmented, and mixed reality.
• Experience working in industries that use a dealer or franchise business model to deliver end products to customers.
• Experience working within a highly matrixed organization.
• Background in presenting concepts and vision to senior business leaders and external groups to drive agreement on strategy.
• Results driven self-starter with a unique combination of technical knowledge, business acumen, and strong general and emotional intelligence.

This position can be located in either Chicago or Peoria, IL

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers.