CX Insights & Journey Architect

Toyota Canada Inc.; Markham; Hybrid; 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

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