Customer Experience Analyst

Toyota Motor Corporation

1d • CA$74,500 - CA$94,000 • Hybrid

About The Position

Toyota Financial Services (TFS) is seeking a Customer Experience Analyst for the Business Innovation Department. This permanent role is crucial in supporting enterprise-wide customer experience initiatives aimed at enhancing satisfaction, improving service quality, and enabling data-driven decisions. The analyst will transform customer, dealer, digital, and operational data into actionable insights, map and diagnose customer journeys, identify factors influencing loyalty and friction, and collaborate with business teams to improve customer outcomes across all channels. This position is ideal for individuals with analytical curiosity, a customer-centric mindset, and practical business consulting skills. The role reports to the Manager, Business Innovation and is based at the Markham Head Office.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, Data Analytics, Design, Social Sciences, or a related field.
• 5+ years of experience in customer experience, customer insights, journey mapping, digital experience, business analysis, operations analytics, process improvement, or transformation initiatives.
• Demonstrated ability to analyze customer and operational data, identify themes and root causes, and convert findings into practical business recommendations.
• Strong data storytelling skills, including the ability to create concise dashboards, presentations, executive summaries, and decision-support materials.
• Strong interest in customer-centric design, journey mapping, service improvement, and digital customer experience.
• Ability to work with business partners, vendors, technology teams, and stakeholders to build alignment and consensus on key initiatives.
• Excellent interpersonal, verbal, and written communication skills with both technical and non-technical stakeholders.
• Collaborative, flexible, and proactive with an ability to work independently, manage multiple priorities, and learn quickly.
• Ability to work flexible hours and in-office minimum three days a week.

Nice To Haves

• Experience with Voice of Customer programs, survey analysis, customer journey mapping, service design, digital analytics, complaints analysis, or customer research methods is strongly preferred.
• Customer journey mapping, service blueprinting, persona or segment analysis, root cause analysis, hypothesis testing, and problem framing.
• Comfort working with Excel, PowerPoint, Power BI or similar reporting tools, survey tools, CRM or case management data, and digital analytics outputs.
• Familiarity with Agile, Lean, Kaizen, design thinking, customer research, or business requirements practices.

Responsibilities

• Analyze end-to-end customer and dealer journeys across key touchpoints including digital, retail, servicing, contact centre, collections, and self-serve channels.
• Interpret data from Voice of Customer, surveys, complaints themes, operational systems, digital analytics, and service interactions to identify patterns, drivers, root causes, and moments that matter.
• Translate findings into clear journey maps, pain-point summaries, opportunity statements, and insight narratives that help leaders and teams make decisions.
• Maintain a current-state understanding of customer touchpoints, handoffs, and experience metrics to support a consistent and connected experience across channels.
• Support CX measurement by tracking, interpreting, and communicating trends in customer sentiment, satisfaction, effort, complaints, digital adoption, and operational performance indicators.
• Build concise dashboards, scorecards, or insight reports that connect customer experience signals to business outcomes and improvement opportunities.
• Use structured problem solving to size issues, segment customer impacts, test hypotheses, and distinguish systemic experience gaps from one-off service issues.
• Partner with data, technology, operations, and business teams to improve data quality, define useful measures, and build repeatable insight routines.
• Partner with business teams to translate customer insights into prioritized initiatives, minimum viable improvements, experiments, and implementation roadmaps.
• Contribute to solution design by ensuring customer needs, pain points, accessibility considerations, and channel impacts are reflected in process, digital, and policy changes.
• Create practical artifacts such as journey maps, service blueprints, opportunity backlogs, business requirements, customer impact assessments, and executive-ready summaries.
• Support change enablement by preparing clear recommendations, stakeholder updates, and post-implementation learning summaries.
• Collaborate closely with Operational Excellence and Business Transformation teams to align CX insights with process improvement, standardization, and transformation activities.
• Ensure customer experience considerations are integrated into Kaizen, problem solving, root cause analysis, and transformation work using Toyota Way methodologies.
• Help balance customer desirability, operational feasibility, business value, and risk when shaping improvement recommendations.

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, 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 This Job Offers

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