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 its Canadian operations headquartered in Markham, Ontario.

WHAT SETS US APART?

At Toyota Financial Services, 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 for 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 is based at 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 programs, surveys, complaint 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.

CUSTOMER EXPERIENCE MEASUREMENT AND INSIGHTS

- Support customer experience measurement by tracking, interpreting and communicating trends in customer sentiment, satisfaction, effort, complaints,

digital adoption and operational performance indicators.
- Build concise dashboards, scorecards and 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 customer experience 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.
- Five or more 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 the ability to work independently,

manage multiple priorities and learn quickly.
- Ability to work flexible hours and in the office a minimum of three days per 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 primarily on monitoring individual customer service calls, completing quality assurance 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 a bonus
- Health and dental advantages effective immediately
- Company pension plan with matched contributions
- 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
- A great company culture—respect for people and continuous improvement are at our core
- Hybrid work environment, based on role requirements

COMPENSATION 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. There may be some flexibility for 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 characteristic protected by law.

📌 Customer Experience Analyst (Markham)
🏢 Toyota Credit Canada
📍 Markham