Customer Experience Analyst

Toyota Motor Corporation

5d • CA$72,000 - CA$92,000 • Hybrid

About The Position

Toyota Financial Services (TFS) is seeking an Operational Excellence Analyst in the Business Innovation Department. This role is crucial for supporting enterprise-wide customer experience initiatives aimed at improving satisfaction, enhancing service quality, and enabling data-driven decisions. The successful candidate will contribute to significant improvements in customer journeys, digital experiences, and business transformation projects, while also consulting with business units to integrate customer centricity into processes and solutions. This position reports to the Manager, Business Innovation and is based at the Markham Head Office.

Requirements

• 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 a minimum of three days a week.

Responsibilities

• Analyze end-to-end customer and dealer journeys across key touchpoints including digital, retail, servicing, and contact centers.
• 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.
• Partner with business teams to translate customer insights into actionable experience improvement opportunities.
• Support the development and prioritization of customer experience initiatives aligned with business strategy and customer impact.
• Contribute to cross-functional improvement efforts by ensuring customer needs and pain points are reflected in solution design.
• 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.

Benefits

• 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
• Tuition reimbursement
• Fitness reimbursement
• Competitive time off benefits
• Great company culture-Respect for people and continuous improvement is at our core

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level