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.
Experience Improvement and Enablement
- 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 into practical business recommendations.
- Experience with Voice of Customer programs, survey analysis, customer journey mapping, service design, digital analytics, complaints analysis, or customer research methods is strongly preferred.
- 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.
Preferred Tools and Methods
- 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.
What This Role Is Not
- This is not a role focused mainly on monitoring individual customer service calls, completing QA checklists, or scoring agent interactions.
- Quality assurance experience can be helpful, but the primary focus is enterprise customer experience analysis, journey improvement, insight generation, and cross-functional enablement.
What We’ll Bring:
- A work environment built on teamwork, flexibility, and respect
- 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)
The anticipated annual base salary for this position is $74,500 - 94,000. The offered salary will be based on the candidate’s experience, knowledge, skills and qualifications so there could be some flex on this depending on the right candidate.
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.
