Senior Manager - Journey Management & Experience Design

Toyota Deutschland GmbH; Plano (TX); On-site; USD 180,000 - 240,000; Full time

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

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 motivatedJourney Management & Experience Design Senior Manager. This position will report to theVice 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 thecustomer-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 leveraging data for decision making and continuous improvement
• Customer-centric mindset: Passionate about understanding and delivering value to customers
• Problem solving: Adept at navigating complex challenges and delivering solutions that balance customer and business needs
• Project management experience
• Talent management experience
• Budget accountability experience

This position is based in Plano, Texas. The selected candidate will be expected to reside within commutable distance of this location.

What you’ll be doing

The leader will build an enterprise capability that:

• Establishes and governs the journey and experience management operating model for TFS
• Enables Experience Owners and Experience Champions to succeed in their roles
• Defines and facilitates end-to-end journey design across functions
• Translates customer, dealer, and client needs into future-state experience concepts and journey requirements
• Partners with Customer Insights, Product, UX, Process Management, Operations, and other functions to move from journey design to execution
• Enables leadership to prioritize the improvements that will create the greatest impact on customer satisfaction, Net Promoter Score, acquisition, retention, and business performance
• Integrate the customer-driven design and innovation methodology into the broader journey-management and experience-design approach, ensuring the enterprise has a repeatable model for empathy-building, problem framing, experimentation, and customer-centered innovation.

The following are critical requirements of this role.

1. Enterprise Journey Management & Experience Design Strategy

• Define and lead the vision, strategy, roadmap, and operating model for Journey Management & Experience Design in alignment with the VP, CX Strategy and the TFS customer-first strategy.
• Build an enterprise capability that helps TFS shift from a functionally based approach toward end-to-end journey ownership and management.
• Partner with Customer Insights & Analytics and persona / needs segmentation resources to ensure journey designs are grounded in validated customer and dealer needs, motivations, and behavioral differences across target segments.
• Establish Journey Management & Experience Design as a strategic business capability that supports customer-first transformation, journey governance, and enterprise prioritization.
• Ensure the function directly supports the TFS Customer-First maturity model, strategy planning, and enterprise experience governance.

2. Journey Operating Model and Governance

• Establish and govern the Experience Owner and Experience Champion model across TFS.
• Define role clarity, responsibilities, operating routines, decision rights, governance forums, and escalation paths that enable effective journey ownership.
• Monitor the health, adoption, and effectiveness of the journey management operating model and recommend improvements as the organization matures.
• Build the standards, methods, measures, and management routines needed to identify, prioritize, and manage key end-to-end journeys across the enterprise.
• Serve as the central steward of the operating model while working through matrixed leaders rather than direct reporting relationships.

3. End-to-End Journey Design

• Lead the design of end-to-end experiences across customer, dealer, and client journeys, with a focus on the moments that matter most / key drivers of acquisition and loyalty.
• Facilitate cross-functional discovery and design efforts to understand current-state journeys, pain points, fragmentation, unmet needs, and opportunities for improvement.
• Translate customer, dealer, and business needs into future-state journey concepts, journey maps, service blueprints, and experience requirements.
• Ensure journey design addresses emotional, operational, policy, channel, communication, service dimensions, and compliance of the experience.
• Help business teams move from function-specific improvements to coordinated end-to-end journey redesign.

4. Service Design, Co-Creation, and Prototyping

• Build and lead service design practices that support customer-first innovation and practical enterprise execution.
• Use insight, co-creation, human-centered design, customer-driven-innovation, agile, and lean startup methods to shape experiences that better meet customer, dealer, and client needs.
• Facilitate workshops, concept development, prototyping, hypothesis testing, and experimentation of future-state experiences before broader implementation.
• Create repeatable methods for incorporating customer, dealer, and client perspectives into journey design and prioritization.
• Partner with UX, digital, and process teams to ensure journey-level experience intent is translated effectively into channel- and interface-level design.

5. Customer-Driven Design & Innovation Enablement

• Lead the customer-driven design and innovation enterprise capability supporting to ensure products and experiences are designed to delight customer, dealers, and clients.
• Own and continuously evolve the methodology, tools, templates, and standards.
• Manage the enterprise intake process for design and journey requests, evaluate demand from cross-functional teams, and deploy coaching and design resources based on strategic priority and potential impact.
• Build and lead a coaching bench that can embed with enterprise teams for defined sprints to build empathy, define hypotheses, craft experiments, and facilitate evidence-based decision making.
• Provide enablement through training workshops, playbooks, toolkits, and internal knowledge management so teams can increasingly self-serve on customer-driven design and innovation methods where appropriate.
• Balance hands‑on support, strategic prioritization, and capability transfer across the enterprise.

6. Cross‑Functional Orchestration and Design‑to‑Execution Handoffs

• Partner with Product, Process Management, Operations, Servicing, Dealer Services, Data & Technology, Risk, Compliance, and other functions to align on target journey outcomes and requirements.
• Clarify the handoff from journey design into detailed process definition, product changes, policy changes, digital requirements, and operational implementation.
• Work closely with the Process Management team, which will define and manage the processes required to execute journey designs.
• Support prioritization and sequencing of journey improvements based on customer value, business value, feasibility, and strategic importance.
• Help remove barriers that slow cross-functional journey improvement and enterprise coordination.
• Coordinate cross-functional demand for journey design and innovation support, ensuring resources are directed to the highest‑priority opportunities based on customer impact, strategic importance, and business value.

7. Journey Measurement and Performance Enablement

• Partner with Customer Insights & Analytics to ensure priority journeys have clear measures of success, including customer satisfaction, Net Promoter Score