Customer Experience Analyst

Job Description

Customer Experience Analyst - Business Innovation

About Toyota Financial Services

Toyota Financial Services (TFS) provides retail, leasing and dealer financing services to Toyota and Lexus dealerships and customers across Canada. TFS is a member of Toyota Financial Services Corporation (TFSC), a wholly owned subsidiary of Toyota Motor Corporation in Japan with the Canadian operation headquarters in Markham, Ontario.

What Sets Us Apart?

At Toyota Financial Services (TFS), you will help create best-in-class customer and dealer experiences in a collaborative and innovative environment. TFS is a key part of the Toyota family, a global company known for its technological leadership, high quality products, continuous improvement, and environmental responsibility.

TFS currently has an exciting permanent opportunity as an Operational Excellence Analyst in the Business Innovation Department. This role plays a key part in supporting enterprise-wide customer experience initiatives that elevate satisfaction, strengthen service quality, and enable data informed decision making. The successful candidate will contribute to high impact customer journey improvements, digital experience enhancements, and business transformation projects while consulting with business units to embed customer centricity into processes and solutions. This role reports to the Manager, Business Innovation and resides in our Markham Head Office.

The anticipated annual base salary for this position is $72,000 - 92,000. The offered salary will be based on the candidate’s experience, knowledge, skills and qualifications.

What you will be doing:

Customer Insight and Journey Analysis

• Analyze end to end customer and dealer journeys across key touchpoints including digital, retail, servicing, and contact centre
• Interpret data from Voice of Customer, operational systems, digital analytics, and service interactions to identify patterns, drivers, and root causes of experience gaps
• Maintain a current state understanding of customer touchpoints to support a consistent and connected experience across channels

Experience Improvement and Enablement

• Partner with business teams to translate customer insights into actionable experience improvement opportunities
• Support the development and prioritization of customer experience initiatives aligned to business strategy and customer impact
• Contribute to cross functional improvement efforts by ensuring customer needs and pain points are reflected in solution design

Integration with Operational Excellence

• Collaborate closely with Operational Excellence and Business transformation teams to align customer experience insights with process improvement and standardization efforts
• Ensure customer experience considerations are integrated into Kaizen, problem solving, and transformation activities
• Support a consistent application of customer centric thinking using Toyota Way methodologies

What you bring:

• Bachelor’s degree in Business, Marketing, Communications, Data Analytics, or a related field.
• 5+ years of experience in customer experience, operations, digital projects, analytics, or process improvement.
• Strong organizational skills with a proactive approach to managing multiple priorities.
• Ability to work with various partners, vendors and stakeholders to build alignment and consensus on key initiatives
• Strong interest in customer centric design, journey mapping, and service improvement
• Excellent interpersonal, verbal, and written communication skills with both technical and non-technical stakeholders.
• Collaborative, flexible, and proactive with an ability to work independently and a strong desire to learn
• Ability to work flexible hours and in-office minimum three days a week.

What We’ll Bring:

• A work environment built on teamwork, flexibility, and respect
• Competitive salary including bonus
• Health and dental benefits effective immediately
• Company pension plan with matched contribution
• Associate vehicle discount program
• Professional growth and development programs to help advance your career, as well as tuition reimbursement
• Fitness reimbursement
• Competitive time off benefits
• Great company culture-Respect for people and continuous improvement is at our core
• Hybrid work environment (based on role requirements)

What You Should Know:

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law.