Retail CX Design Specialist

TEAM UP WITH US! 

The Retail CX Design Specialist is responsible for overseeing the walk-in customer experience at all of our locations. The ideal candidate will have a strong background in retail interior design or a related field, with a keen eye for detail and a passion for enhancing the customer experience. In this position you will manage, maintain and continuously improve our retail presence through employee and customer interactions, signage, artwork, furniture, fixtures, merchandise, paint and finishes. You will collaborate closely with marketing, facilities, operations and executive teams to enhance and promote our brands through our facilities and employees. 

DO YOU HAVE WHAT IT TAKES? 

WHAT YOU'LL DO:

• Advise, design, plan, monitor and oversee our store retail presence and walk-in customer experience.
• Build, lead and collaborate with retail champion teams across our territory.
• Ensure store designs align with brand identity, Caterpillar retail presence standards and business objectives.
• Recommend solutions to enhance customer experience, satisfaction, loyalty and retention.
• Drive consistency across all locations for the look, feel, design and CX at our stores.
• Develop and implement interior and exterior store design concepts and layouts.
• Plan, design and oversee production of interior and exterior wayfinding signage.
• Encourage CX excellence and consistency through effective communication and by building relationships throughout the territory.
• Travel to branch locations to deliver training and observe customer experience behaviors.
• Engage and collaborate with customer-facing employees and managers to monitor and improve CX.
• Collaborate with facilities, architecture, marketing, merchandising and operations teams.
• Build relationships with outside vendors for signage, graphics, merchandise, displays, design support, etc.
• Create visual merchandising and equipment display plans including detailed floor plans, elevations and renderings.
• Select and specify store materials, fixtures, colors and finishes.
• Manage project timelines and budgets.
• Conduct site visits and inspections.
• Stay up-to-date with CX and retail design trends and best practices.
• Present design and process improvement concepts to stakeholders.
• Provide design support for new store construction, renovations and remodels.
• Develop and maintain design standards and guidelines.
• Participate in store openings and events.
• Assist with other projects and initiatives as needed.

WHAT YOU'LL NEED:

• Bachelor’s degree from an accredited college or university in a related Interior Design, Marketing, Architecture or related Design field; or four-plus years of related experience and/or training; or an equivalent combination of education and experience
• Expertise in, and a passion for, design and aesthetics
• Strong customer service, customer experience, communication, collaboration, interpersonal and emotional intelligence skills
• Strong problem-solving, analytical, presentation and project management skills
• Ability to apply design-thinking to improve processes and solve customer and employee experience challenges
• Basic knowledge and proficiency in industry-standard design software (Adobe CC and related)
• Strong relationship-building skills to establish employee and customer trust
• Basic understanding of marketing and advertising fundamentals and reporting
• Ability to work effectively across departments, navigate diverse personalities and strong opinions, and speak effectively before groups of customers and employees
• Deep understanding of interior design and in planning retail customer interactions and experiences
• Ability to travel up to 40% of time
• Valid driver’s license and clean driving record required

WHY WORK WITH US?

• We like to take care of our customers and have fun doing it!
• We offer health, dental, vision, life, and more as a comprehensive benefits package.
• Don’t you want to work with awesome people? 

IMPORTANT INFORMATION:

While performing the duties of this job, the employee is regularly required to sit, talk or hear; use hands and fingers, handle, or feel; reach with hands and arms. 

The employee is occasionally required to stand and walk. 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The noise level in the work environment is usually quiet. 

This position is considered safety sensitive.  Required travel up to 40%. 

The Job description is subject to change by the employer as the needs of the employer and requirements of the job change.

EEO/AA