Senior Manager, Journey & Experience Design

Toyota North America; Plano (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

Toyota Financial Services is seeking a passionate Journey Management & Experience Design Senior Manager to report to the VP of Customer Experience Strategy. The role leads enterprise journey-management frameworks and designs standards, coordinating across UX, Product, and Process teams to deliver customer value.

The successful candidate will build a modern capability to improve journeys, loyalty, and business outcomes through evidence-based decision making and strong cross-functional

Qualifications

• Deep expertise in journey management and service design.
• Experience designing enterprise governance and cross-functional models.
• Ability to translate customer needs into journey priorities and improvements.

Responsibilities

• Lead the journey-management capability and design standards.
• Partner with UX, Product, and Process teams to translate insights into actions.
• Drive customer-driven design, onboarding, prioritization, and capability building.
• Influence enterprise stakeholders to deliver measurable journey improvements.

Skills

Journey management

Service design

End-to-end experience

Governance design

Cross-functional leadership

Strategic thinking

Communication & storytelling

Influence without authority

Job description

Toyota Financial Services is seeking a passionate Journey Management & Experience Design Senior Manager to report to the VP of Customer Experience Strategy. The role leads enterprise journey-management frameworks and designs standards, coordinating across UX, Product, and Process teams to deliver customer value.

The successful candidate will build a modern capability to improve journeys, loyalty, and business outcomes through evidence-based decision making and strong cross-functional