Customer Experience Research and Information Designer

Career Area:

Technology, Digital and Data

Job Description:

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.

CTCT is a dynamic and innovative research and development joint venture dedicated to delivering exceptional products and services that enhance user experiences for our customers in the civil construction, mining, and paving industries. Our team is passionate about understanding and meeting the needs of our users to create world-class machine control and field system products that are functional, intuitive, and radically easy to use. We are seeking a mid- to senior-level CX Research and Information Designer to join our growing Customer Experience Research team.

About the Role:

We are seeking a talented and creative CX Research & Information Designer to join our Customer Research team. The CX Research Team strives to “UX” our research, to convey information via innovative and engaging formats that create compelling and inspiring learning experiences for our internal product teams and stakeholders. In this role, you will be responsible for transforming complex qualitative and quantitative data and insights into clear, engaging, and actionable visual narratives. Additionally, you will design and create concept prototypes, craft protocols, questionnaires, and surveys, and collect feedback in customer interviews and user testing sessions. This is a highly collaborative role. You will work closely with researchers, analysts, UX and Design Leads, Product leads, Insights Leads, and CTCT and Member stakeholders to communicate findings effectively through compelling visualizations, reports, presentations, and interactive tools. Your ability to synthesize complex information, design intuitive visuals, and tell data-driven stories will be crucial in driving customer-centric decisions across the organization.

What You Will Do:

Are you inspired by customer-centric products that solve real world problems and deliver critical customer value? Are you interested in applying your research, technology, and collaboration skills to enable best-in-class customer and user insights to drive improvements for our customers in the global Civil Construction industry?

The Customer Research team plays a vital role in understanding our customers' needs, behaviors, challenges, values, and motivations. Through various research methodologies, we gather insights that inform customer segment strategies, product development roadmaps, and overall customer experience improvements. We are a collaborative and data-driven team passionate about bringing the customer voice to the forefront of our decision-making.

In this position, reporting to the CX Research manager, you will collaborate closely with the Insights Team (consisting of the CX Research, Customer Segment, Data Analysis, Competitive Landscape, Verification & Validation, and Technical Strategy teams) and User Experience (UX), Information Experience (IX), and Training professionals to explore and carry out various research, information design (multi-media presentations, storytelling, infographics, and data visualizations), and prototyping activities to enable the organization and our Parent members to build a deep knowledge of our customers and end users. Domestic and international travel may be required (less than 10%) to coordinate with other offices, conduct research on construction job sites, and to gather user feedback at various research events. UX Designers with research skills, Researchers with strong design skills, and Information Designers, with 5-8 years related experience are encouraged to apply for this mid-career position.

Key Responsibilities:

- Visualize Research Data: Design and develop a wide range of visual representations of qualitative and quantitative research data and research and strategy concepts, including charts, graphs, infographics, diagrams, workflows, and interactive dashboards.

- Conduct, plan, and execute research and user testing sessions: Collaborate with researchers and stakeholders to create research plans, protocols, surveys, and prototypes. Execute interviews, surveys, info gathering at customer events, and user testing sessions.

- Synthesize Complex Information: Translate intricate research findings, statistical analyses, and user feedback into easily understandable and impactful visuals and presentations.

- Storytelling with Data: Craft compelling visual stories that highlight key insights, patterns, and trends identified through customer research.

- Collaborate with Researchers, Product Teams, and Stakeholders: Partner closely with customer and human factors researchers, data analysts, product teams, and stakeholders to understand research objectives, data sets, and key findings to inform visual design strategies.

- Develop Visual Guidelines: Establish and maintain UX/UI and Visual style guides and templates to ensure consistency and brand alignment across research deliverables, tools, and systems.

- Create Engaging Reports and Presentations: Conduct and/or compile research, information, and content. Design visually appealing and informative research reports, presentations, videos, and other communication materials for diverse audiences.

- Explore and Test Interactive Solutions: Investigate and implement interactive prototypes, data and information visualizations, and tools to enhance user engagement, research, and data exploration. Plan and execute customer interviews and user testing sessions. Compile, synthesize, analyze, and report out results and recommendations. Collaborate with the CXR and Insights team to explore compelling and engaging modes of conveying research.

- Iterate Based on Feedback: Solicit and incorporate feedback from stakeholders to refine and improve visual designs.

- Stay Current with Best Practices and Innovate: Continuously learn and apply the latest trends and best practices in data visualization, storytelling, and information design. Importantly, continuously explore and leverage applications of AI to research methods, multi-media and UX design, and visualizations.

- Manage Visual Assets: Organize and maintain a library of visual assets and templates. Enable Product teams and Stakeholders to leverage assets, guides, and templates.

What You Will Have:

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

Human-Centered Design (HCD): Knowledge of Human-Centered Design model, principle, and concepts; ability to understand the perspective of people who experience a problem, their needs, and provide them with a solution which truly meets their needs effectively.
Level Working Knowledge:

User Experience Design: Knowledge of user experience design tools, techniques and approaches; ability to design applications that are valued, positively perceived and used by clients.
Level Extensive Experience:

User Interface Design: Knowledge of activities, practices, deliverables and considerations; ability to design effective graphic user interfaces for delivery of information to the client's desktop workstation.
Level Extensive Experience:

Web Trends & Directions: Knowledge of web trends; ability to utilize a variety of web information and technical tools to apply web developing trends within the organizational infrastructure.
Level Extensive Experience:
 

Top Candidates Will Have:

-Bachelor's degree or higher in Graphic Design, Information Design, Human-Computer Interaction (HCI), User Experience, or a related field.

-Proven experience in information design, research and data visualization, UX, or a similar role.

-Strong portfolio demonstrating the ability to visually translate research into customer-focused presentations, workflows, tools, data visualizations, and/or stories.

-Proficiency in design and data visualization tools and software (e.g., Adobe Creative Suite - Illustrator, Photoshop, Premier, InDesign, Figma, Tableau, Power BI, or similar).

-Solid understanding of customer research, user testing, and general data analysis principles and concepts.

-Excellent visual and UX design skills, including a strong sense of concept prototyping, iconography, typography, color theory, and layout.

-Has a customer-centric mindset and familiarity with user-centered design principles

-Interest and ability to assist in strategy development

-Ability to tell compelling stories with data and research.

-Strong collaboration and communication skills, with the ability to present ideas effectively to both technical and non-technical audiences.

-Excellent attention to detail and a commitment to accuracy.

-Ability to work independently and manage multiple projects simultaneously.

-Experience working within a research or insights-driven environment is a plus.

Additional Details:

-This position requires the candidate to work full-time at the Mossville, IL office.

-Domestic relocation assistance is not available for this position.

-Visa sponsorship is not available with this position.

-Travel is 10%

#LI

Summary Pay Range:

$112,710.00 - $183,140.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. 

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• 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

This position requires working onsite five days a week.Visa Sponsorship is not available for this position.

Posting Dates:

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

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities.  Qualified applicants of any age are encouraged to apply.

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