Group Manager - Customer Insights, Analytics and Strategy

Toyota•Plano, TX

7d•Onsite

About The Position

Toyota Financial Services (TFS) is seeking a passionate and highly motivated Group Manager, Customer Insights, Analytics, and Strategy. This position will report to the Vice President of Customer Experience Strategy. The leader will be responsible for building and scaling a leading-edge capability that turns customer, dealer, client, operational, market, and financial data into clear priorities, measurable action, and economic value. This individual will be responsible for establishing an insight system that answers three essential enterprise questions on a recurring basis: 1. What matters most to customers, dealers, and clients? 2. How is TFS performing on those most important drivers? 3. Where should TFS prioritize innovation and improvement to create the greatest impact on attracting new customers, earning their loyalty, and driving financial impact? The role will go beyond traditional voice-of-customer reporting. Using both qualitative and quantitative research, it will connect validated Drivers of Loyalty, journey performance, behavioral and operational data, competitive benchmarking, and loyalty economics to business outcomes such as growth, retention, dealer engagement, origination performance, operating leverage, and profitability. The leader will help TFS build an advanced, future-oriented capability that includes AI-enabled insight generation, predictive models, synthetic and organic customer panels, competitive alternatives analysis, and clear translation of insight into action for Experience Owners, Experience Champions, and senior leadership. This role is central to the customer-first priority and to TFS’s aspiration to become a leading customer- and dealer-centered financial services organization grounded in Toyota values, including respect for people, kaizen (continuous improvement), and genchi genbutsu (go and see).

Requirements

Bachelor’s degree (or higher)
10+ years of progressive experience in customer insights, analytics, voice of customer, market research, journey measurement, business intelligence, strategy, or closely related fields
Significant experience building or leading enterprise customer insight or analytics capabilities
Demonstrated success linking customer or dealer insights to business outcomes and executive decisions
Experience developing driver-based measurement systems and translating findings into action
Experience with quantitative and qualitative research methods, segmentation, survey design, and insight synthesis
Experience building executive dashboards, scorecards, and business cases
Experience working across matrixed organizations and influencing cross-functional leadership
Strong people leadership experience, including team development and capability building
Ability and willingness to travel 20% of the time
Deep expertise in customer and dealer insight generation
Strong command of loyalty measurement and key driver analysis
Ability to connect insight to growth, profitability, and operational performance
Strong strategic thinking paired with practical execution
Exceptional communication, storytelling, and relationship-building skills with both internal teams and external customers
Ability to synthesize large volumes of complex data into simple decisions
Strong analytical judgment, intellectual curiosity, and business acumen
Ability to evaluate customer experience through competitive and economic lenses
Strong understanding of responsible data use, privacy, and governance in a regulated environment
Strong analytical skills that enable leveraging data for decision making and continuous improvement
Customer-centric mindset: Passionate about understanding and delivering value to customers
Problem Solving: Adept at navigating complex challenges and delivering solutions that balance customer and business needs
Project management experience
Talent management experience
Budget accountability experience
Must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment now or in the future.

Nice To Haves

Experience in financial services, auto finance, captive finance, banking, insurance, fintech, or another regulated environment
Experience supporting dealer-facing or B2B2C business models
Familiarity with Qualtrics, Medallia, behavioral analytics platforms, BI tools, and modern customer data environments
Familiarity with Toyota Way principles, lean management, or similar continuous improvement disciplines

Responsibilities

Define and lead the vision, strategy, roadmap, and operating model for Customer Insights & Analytics in alignment with the VP, CX Strategy and the TFS customer-first strategy.
Build a modern enterprise insights capability that integrates voice of customer, voice of dealer, behavioral data, operational data, market intelligence, competitive intelligence, and financial performance.
Establish Customer Insights & Analytics as a strategic decision-support function, not just a reporting function.
Ensure the function directly supports the TFS Customer-First maturity model, strategy planning, journey governance, and enterprise prioritization.
Define, validate, and continuously refine the Drivers of Loyalty for core customer, dealer, and client segments across major financial products and end-to-end journeys.
Build analytic models that demonstrate the relationship between loyalty drivers, behavioral outcomes, and financial results.
Quantify the economics of loyalty, including the impact of promoter and detractor behavior on retention, repeat purchase, advocacy, share of wallet, dealer engagement, penetration, servicing cost, and long-term value.
Develop business cases that show the economic value of improving specific customer and dealer experiences, including expected impact on growth, profitability, operating leverage, and risk-adjusted returns.
Partner with Finance and business leaders to embed loyalty economics into investment decisions, prioritization, and annual planning.
Design and lead an enterprise listening system across customer, dealer, and client journeys for all core financial products and services.
Ensure listening extends beyond current and highly engaged populations to include: Prospects and non-customers, Former customers, Under-engaged or dissatisfied customers, High-performing, underperforming, and disengaged dealers, Private-label and client stakeholders where relevant.
Ensure the listening system captures both relationship and transactional feedback, including journey, touchpoint, and event-based input.
Build rapid feedback structures that support testing, learning, closed-loop response, and continuous improvement.
Make insights timely, trusted, accessible, and usable across the enterprise.
Lead systematic competitor, market, and best-alternative benchmarking for customer, dealer, and client experience.
Establish a robust view of nearest alternatives, including direct finance competitors, indirect alternatives, fintechs, captive finance peers, and relevant cross-industry leaders.
Analyze how TFS compares on the drivers that matter most, not just on broad satisfaction measures.
Monitor evolving customer expectations, dealer expectations, market shifts, macroeconomic conditions, digital experience trends, and emerging service models.
Translate benchmarking into concrete design implications, target-setting, and strategic priorities.
Lead the use of AI to accelerate insight discovery, pattern detection, sentiment analysis, root cause identification, and prioritization.
Apply advanced analytics to structured and unstructured data, including surveys, comments, call transcripts, complaints, digital behavior, and service interactions.
Build organic customer and dealer panels to collect evidence and run experiments on proposed experience, policy, communication, and product innovations and changes before scaling.
Build and enable synthetic customer and dealer panels to simulate likely reactions to proposed experience, policy, communication, and product changes before scaling.
Use synthetic panels and predictive analytics to complement, not replace, direct customer and dealer engagement.
Establish standards for responsible AI use, model governance, interpretability, bias monitoring, privacy, and regulatory alignment.
Define and manage measurement frameworks for customer, dealer, and client journeys.
Support standardized measurement of: Drivers of Loyalty, Sentiment and advocacy, Journey quality and ease, Operational quality and timeliness, Cycle time and efficiency, Origination and servicing outcomes, Retention and repeat business.
Develop visual management tools and dashboards that help leaders quickly understand the most important drivers, current, past, and predicted future performance, and recommended actions.
Enable real-time or near-real-time views where practical for XO/XC and senior leader use.
Convert complex data into clear business narratives, economic implications, and practical recommendations.
Identify the moments, drivers, and segments where improvement will have the greatest impact.
Support Experience Owners and Experience Champions with decision-ready insights for innovation, journey redesign, service improvements, product enhancements, and process changes.
Frame learnings into prioritized actions based on customer importance, TFS performance gaps, competitor comparisons, feasibility, and expected financial return.
Ensure insights are translated into kaizen opportunities, innovation backlogs, and enterprise roadmaps.
Serve as a strategic advisor to the VP, CX Strategy, and a key partner to Product, Data & Technology, Operations, Servicing, Dealer Services, Marketing, Risk, Compliance, and Finance.
Support executive discussions with fact-based perspectives on customer, dealer, and client needs and tradeoffs.
Help connect customer-first strategy to product management, journey management, transformation initiatives, and performance excellence.
Influence enterprise decisions through strong analytical rigor, credibility, and storytelling.
Build and lead a high-performing team across customer insights, dealer insights, analytics, market intelligence, measurement, and reporting.
Develop skills in advanced analytics, AI-enabled research, survey design, journey analysis, qualitative synthesis, segmentation, and business storytelling.
Create strong operating disciplines for governance, prioritization, insight quality, knowledge management, and stakeholder engagement.
Foster a culture of curiosity, humility, experimentation, and continuous improvement.

Benefits

A work environment built on teamwork, flexibility, and respect
Professional growth and development programs to help advance your career, as well as tuition reimbursement
Team Member Vehicle Purchase Discount
Toyota Team Member Lease Vehicle Program (if applicable)
Comprehensive health care and wellness plans for your entire family
Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute (if applicable)
Paid holidays and paid time off
Referral services related to prenatal services, adoption, childcare, schools and more
Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)
Relocation assistance (if applicable)