Customer Experience Analyst

Job Description

Business Innovation – Customer Experience Analyst

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.

Opportunity Overview

TFS currently has an exciting permanent opportunity as a Customer Experience 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 convert customer, dealer, digital, and operational signals into actionable insights; map and diagnose experience journeys; identify drivers of friction and loyalty; and partner with business teams to improve customer outcomes across channels.

This role is ideal for someone who combines analytical curiosity, customer-centric thinking, and practical business consulting skills. The role reports to the Manager, Business Innovation and resides in our Markham Head Office.

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, 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.

Experience Improvement And Enablement

• 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.

Integration with Operational Excellence

• 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.

What You Bring:

• 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