Group Manager - Customer Insights, Analytics and Strategy
AI summary of the role
This Group Manager role at Toyota Financial Services (TFS) leads the enterprise Customer Insights, Analytics, and Strategy capability, reporting to the VP of Customer Experience Strategy.
What you’ll do
- Define and lead the vision, strategy, roadmap, and operating model for Customer Insights & Analytics, aligning with the VP, CX Strategy and TFS customer-first strategy.
- Build an enterprise listening system across customer, dealer, and client journeys, capturing relationship and transactional feedback from prospects, former customers, and under-engaged segments.
- Quantify the economics of loyalty, developing business cases that link driver improvements to growth, profitability, and risk-adjusted returns.
- Lead competitive and market benchmarking, including fintechs and captive finance peers, to translate insights into design implications and strategic priorities.
What you’ll bring
- Bachelor's degree or higher
- 10+ years of progressive experience in customer insights, analytics, voice of customer, market research, journey measurement, business intelligence, strategy, or closely related fields
- Significant experience building or leading enterprise customer insight or analytics capabilities
- Demonstrated success linking customer or dealer insights to business outcomes and executive decisions
Technologies
Qualtrics · Medallia · AI-enabled insight generation · predictive models · synthetic panels · behavioral analytics · BI tools · customer data environments · dashboarding · survey design
About Toyota
World's largest automaker by volume, building Toyota/Lexus vehicles plus financing (TFS), connected services, motorsports (TRD), and battery manufacturing across a multi-pathway electrification strategy.
Public · 5000+ people
Source and classification
Deployment strategy · Evidence for this classification:
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 Group Manager, Customer Insights, Analytics, and Strategy. This position will report to the Vice President of Customer Experience Strategy. The leader will be responsible for building and scaling a leading-edge capability that turns customer, dealer,
More from the 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 su [... source excerpt omitted ...] a Financial Services is looking for a passionate and highly motivated Group Manager, Customer Insights, Analytics, and Strategy. This position will report to the Vice President of Customer Experience Strategy. The leader will be responsible for building and scaling a leading-edge capability that turns customer, dealer, client, operational, market, and financial data into clear priorities, measurable action, and economic value. This individual will be responsible for establishing an insight system that answers three essential enterprise questions on a recurring basis: 1. What matters most to customers, dealers, and clients? 2. How is TFS performing on those most important drive [... source excerpt omitted ...] ation and improvement to create the greatest impact on attracting new customers, earning their loyalty, and driving financial impact? The role will go beyond traditional voice-of-customer reporting. Using both qualitative and quantitative research, it will connect validated Drivers of Loyalty, journey performance, behavioral and operational data, competitive benchmarking, and loyalty economics to business outcomes such as growth, retention, dealer engagement, origination performance, operating leverage, and profitability. The leader will help TFS build an advanced, future-oriented capability that includes AI-enabled insight generation, predictive models, synthetic and organic cu
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