Customer Experience Analyst

Toyota Canada Inc.; Markham; On-site; CAD 75,000 - 94,000; Full time

Benefits offered by this job

Health and dental benefits

Pension plan with matched contribution

Associate vehicle discount program

Hybrid work environment

Job summary

Toyota Canada Inc. is seeking a Customer Experience Analyst in the Business Innovation department to convert customer signals into actionable insights and map experience journeys.

You will partner with data, technology, and business teams to drive improvements across channels, with a focus on enterprise-wide CX initiatives and customer outcomes. Ideal candidates combine analytical curiosity with customer-centric thinking and practical business consulting skills, reporting to the Manager of

Qualifications

• Bachelor’s degree as listed in the job ad.
• 5+ years of experience in customer experience, insights, journey mapping, or related areas.
• Ability to analyze customer and operational data and translate findings into actionable recommendations.
• Experience with Voice of Customer programs, surveys, journey mapping, and digital analytics preferred.
• Strong data storytelling skills with dashboards, presentations, and executive summaries.
• Interest in customer-centric design, journey mapping, and digital CX.

Responsibilities

• Analyze end-to-end customer and dealer journeys across key touchpoints.
• Interpret VOC data, surveys, complaints, and analytics to identify patterns and drivers.
• Translate findings into journey maps, pain-point summaries, and insight narratives for decisions.
• Maintain up-to-date understanding of touchpoints and metrics to ensure a connected experience across channels.
• Support CX measurement with dashboards, scorecards, and insight reports.

Skills

CX strategy

Data analysis

VOC & surveys

Data storytelling

Customer-centric design

Stakeholder alignment

Communication

Multitasking

In-office availability

Education

Bachelor’s degree in Business, Marketing, Communications, Data Analytics, Design, Social Sciences, or related field

Tools

Excel

Power BI

CRM data analysis

Job description

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.

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.

About Toyota in Canada

Toyota has a proud legacy of over 50 years of operating in Canada with three affiliated companies responsible for the manufacturing, sales and financing of Toyota and Lexus vehicles in Canada. These are Toyota Motor Manufacturing Canada, Toyota Canada Inc. and Toyota Financial Services. From exhilarating design and revolutionary manufacturing processes, to innovations in safety and connectivity, we’re building vehicles that make our roads safer, our communities cleaner and inspire our customers and employees to make the most of every journey.

On this site you can view open positions for both Toyota Canada Inc. and Toyota Financial Services.

For open positions at our Toyota Motor Manufacturing Canada plant located in Cambridge.

You can also learn more about all three companies below.

Toyota Canada Inc.

Toyota Canada Inc. (TCI) is responsible for the marketing, sales, distribution and customer service of Toyota and Lexus products and services across Canada. With our 287 dealer partners, we strive to deliver industry leading experiences for our customers. TCI’s head office is located in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax, and Parts Distribution Centres in Toronto and Vancouver.

Toyota Financial Services

Toyota Financial Services (TFS) provides retail, leasing and wholesale financial 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. At Toyota Financial Services (TFS), you will help create best in class customer experiences in an innovative, collaborative and team focused environment. TFS is constantly seeking new ways to innovate by creating products and services that add value for our customers.

Toyota Motor Manufacturing Canada

Toyota Motor Manufacturing Canada (TMMC) is a world‑class automotive facility with manufacturing plants located in Cambridge and Woodstock, Ontario. Having produced more than eight million vehicles, we are one of the largest Toyota Motor Manufacturing facilities in North America. Recent investments at its facilities in Ontario will allow for increased production of the top‑selling Toyota RAV4 and RAV4 Hybrid models in addition to the Lexus RX 350 and RX 450H vehicles.