Customer Experience Analyst

Job Description

Customer Experience Analyst

Rank 5

Scarborough, ON (Hybrid)

Toyota Canada Inc. (TCI) currently has an exciting full-time opportunity for a Customer Experience Analyst. This role will work within the Customer Experience department and across the enterprise to drive better customer experience outcomes and overall customer satisfaction and reliability to our business and brands.

What We’ll Bring:

- Company & Culture_- A hybrid work environment- A work environment built on teamwork, flexibility and respect- Professional growth and development programs to help advance your career- A focus on respect for people and continuous improvement- Summer Hours - condensed work week during the summer
- Benefits_- Competitive compensation package including bonus- Extended health care and dental benefits effective immediately- Company pension plan with additional employer contributions- Associate vehicle discount program- Reimbursement programs (tuition & fitness)- Paid holiday shutdown and competitive paid time off benefits- Sabbatical leave program

What You’ll be Doing:
- evaluate and interpret data across multiple CX-relevant sources — including sales/service, website activity, call center interactions, and Voice of Customer (VoC) feedback — to generate and implement actionable business strategy- Develop predictive models, algorithms, and scoring frameworks to enhance customer interactions, retention, sales performance- Communicate findings clearly to both technical and non-technical audiences, driving adoption of insights and enabling data-informed implementation of CX strategies- Maintain a centralized inventory of customer engagement touchpoints to ensure a seamless and consistent customer experience across all platforms and channels.- Build and maintain interactive dashboards and advanced visualizations to aid strategic and operational decision-making across departments- Partner with IT to prioritize and maintain customer-related data requests, ensuring timely delivery and alignment with business needs- Identify, extract, and mine customer experience data from internal and external systems to investigate market trends, discover customer journey gaps, and opportunities for new products or services- Conduct advanced systematic research to uncover patterns, outliers, and correlations in customer behavior- Collaborate with business stakeholders and recommend approaches to customer-centric problems through analytics

What You’ll Bring:
- Post secondary degree/diploma in Business, Data Analytics, Statistics, or related field- 4+ years of work experience with minimum 3+ years with Customer Experience or marketing analytics focus- 3+ years working with SQL and experience working with large datasets- 3+ years experience Python or similar for data analysis- Hands-on experience with customer data sources: survey results (e.g., CSAT, NPS, CES), journey analytics, CRM- Experienced in SAP Data modules an asset- Experience working with RESTful Web services is an asset- Experience using reporting, dashboarding/visualization tools (e.g., Power BI, Tableau)- Knowledge of how to translate data into actionable insights and clearly communicate findings to business stakeholders- Strong analytical, organizational and Project Management experience- Strong grasp of diagnostic and descriptive analytics- Machine learning and statistical modelling experience would be an asset- Excellent communication, storytelling, and presentation experience- Nice to have experience in automotive, retail, financial services, or subscription-based industries

About Us

Toyota Canada Inc. is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada's head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI's Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives.

What Sets Us Apart?

A focus on people, passion for Toyota, innovation and continuous improvement have made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility.

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. Please advise us at any point during the recruitment and selection process or your employment if you require accommodation.

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