Senior Manager - Journey Management & 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

Overview

Who we are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for talented team members who want to Dream. Do. Grow. with us.

An important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world-changing company- delivering on Toyota’s vision to move people beyond what’s possible. At TFS, you will help create best-in-class customer experience in an innovative, collaborative environment.

Toyota does not offer support or sponsorship of job applicants for employment-based visas or any other work authorization for this role now or in the future. You must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment (e.g., H-1B, O-1, E-3, H-1B1, TN, F-1 OPT, F-1 STEM OPT, F-1 CPT, 'job flexibility benefits' [also known as I-140 or Adjustment of Status portability], etc.) now or in the future. You should not apply for this role if you will require Toyota to assist with immigration support or sponsorship now or in the future.

Who we’re looking for

Toyota Financial Services is looking for a passionate and highly motivated Journey Management & Experience Design Senior Manager. This position will report to the Vice President of Customer Experience Strategy.

This leader will help uplift how TFS designs and delivers products and services to create customer value across functions, requiring significant cross-functional influence and strong operating model leadership. Responsibilities will include building and scaling the journey management and experience design capability that helps Toyota Financial Services move to a more integrated journey- and experience-management model.

This individual will be responsible for helping the enterprise answer three essential questions on a recurring basis:

1. What are the most important end-to-end journeys and moments that matter most to customers, dealers, and clients?
2. How should Toyota Financial Services design and govern those journeys to deliver a more seamless, differentiated, and valuable experience?
3. Where should TFS prioritize journey redesign and cross-functional improvement to create the greatest impact on customer satisfaction, Net Promoter Score, acquisition, retention, and business performance?

This role will establish and govern an Experience Owner and Experience Champion model, define enterprise journey-management frameworks and design standards, and help cross-functional teams translate customer and dealer needs into future-state journey designs. The leader will help TFS build a modern capability that includes service design, co-creation, prototyping, facilitation, journey governance, design-to-execution handoffs, and clear translation of customer-first strategy into practical cross-functional improvement priorities.

This role will also lead the customer-driven design and innovation, including ownership of the methodology, enterprise intake and prioritization processes, cross-functional deployment of design resources, developing and embedding coaching support, experimentation enablement, and internal capability building. This capability will help teams build empathy, frame the right problems, test hypotheses, craft experiments, and make evidence-based decisions that improve journeys, loyalty, and business results.

This role is central to the customer-first priority and to TFS’s aspiration to become a leading customer- and dealer-centered financial services organization grounded in Toyota values, including respect for people, kaizen (continuous improvement), and genchi genbutsu (go and see).

The successful candidate will possess the following knowledge, skills, and capabilities:

• 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 and journey design to acquisition, retention, customer satisfaction, and Net Promoter Score outcomes
• Strong strategic thinking paired with practical execution
• Exceptional communication, storytelling, and relationship-building skills with both internal teams and external customers
• Ability to synthesize complex problems into clear journey priorities and design decisions
• Strong judgment, intellectual curiosity, and business acumen
• Ability to influence enterprise stakeholders without direct authority
• Strong understanding of how to partner effectively with UX, Product, and Process Management teams without duplicating ownership
• Strong analytical skills that enable