Head of Customer Journey & Experience Design

Toyota Deutschland GmbH

Plano (TX)

On-site

USD 180,000 - 240,000

Full time

4 days ago

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Job summary

Toyota Financial Services, based in Plano, Texas, is seeking a Journey Management & Experience Design Senior Manager to lead enterprise journey design and governance. You will build scalable frameworks, partner with UX, Product, and Process Management, and drive customer-first improvements across functions.

The role focuses on establishing experience ownership, prioritizing end-to-end journeys, and enabling a cross‑functional operating model that delivers measurable improvements in customer

Qualifications

Deep expertise in journey management, service design, and end-to-end experience improvement.
Strong command of governance design, cross-functional operating models, and enterprise facilitation.
Ability to connect customer needs to acquisition, retention, and loyalty outcomes.

Responsibilities

Lead end-to-end journey design and governance across the enterprise.
Build and scale journey-management frameworks and design standards.
Partner with UX, Product, and Process Management for execution.
Prioritize improvements that impact customer satisfaction and NPS.
Enable Experience Owners/Champions and ensure alignment with strategy.
Lead design-to-execution handoffs and cross-functional collaboration.

Skills

Journey management

Experience design

Governance design

Cross-functional leadership

Strategy development

Stakeholder influence

Facilitation

Communication

Problem framing

Co-creation

Job description

The role focuses on establishing experience ownership, prioritizing end-to-end journeys, and enabling a cross‑functional operating model that delivers measurable improvements in customer

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