Job Description Customer Experience Analyst Rank 5 Scarborough, ON (Hybrid) Deadline: Please apply before August 20, 2025. Toyota Canada Inc. (TCI) currently has an exciting full-time opportunity for a Customer Experience Analyst. This role will work within the Customer Experience department and across the enterprise to drive better customer experience outcomes and overall customer satisfaction and reliability to our business and brands. The successful candidate will be accountable for evaluating customer journey, satisfaction, and behavioral data to identify patterns, identify root causes, and produce insights that inform business outcomes. This role works at the intersection of data, customer experience, and business operations. It will help the development and implementation of data-driven actions that improve customer experience and operational performance. The analyst also contributes to maintaining a unified customer experience across channels and functions. What We’ll Bring: Company & Culture A hybrid work environment A work environment built on teamwork, flexibility and respect Professional growth and development programs to help advance your career A focus on respect for people and continuous improvement Summer Hours – condensed work week during the summer Benefits Competitive compensation package including bonus Extended health care and dental benefits effective immediately Company pension plan with additional employer contributions Associate vehicle discount program Reimbursement programs (tuition & fitness) Paid holiday shutdown and competitive paid time off benefits Sabbatical leave program What You’ll be Doing: evaluate and interpret data across multiple CX-relevant sources — including sales/service, website activity, call center interactions, and Voice of Customer (VoC) feedback — to generate and implement actionable business strategy Develop predictive models, algorithms, and scoring frameworks to enhance customer interactions, retention, sales performance Communicate findings clearly to both technical and non-technical audiences, driving adoption of insights and enabling data-informed implementation of CX strategies Maintain a centralized inventory of customer engagement touchpoints to ensure a seamless and consistent customer experience across all platforms and channels. Build and maintain interactive dashboards and advanced visualizations to aid strategic and operational decision-making across departments Partner with IT to prioritize and maintain customer-related data requests, ensuring timely delivery and alignment with business needs Identify, extract, and mine customer experience data from internal and external systems to investigate market trends, discover customer journey gaps, and opportunities for new products or services Conduct advanced systematic research to uncover patterns, outliers, and correlations in customer behavior Collaborate with business stakeholders and recommend approaches to customer-centric problems through analytics What You’ll Bring: Post secondary degree/diploma in Business, Data Analytics, Statistics, or related field 4+ years of work experience with minimum 3+ years with Customer Experience or marketing analytics focus 3+ years working with SQL and experience working with large datasets 3+ years experience Python or similar for data analysis Hands-on experience with customer data sources: survey results (e.g., CSAT, NPS, CES), journey analytics, CRM Experienced in SAP Data modules an asset Experience working with RESTful Web services is an asset Experience using reporting, dashboarding/visualization tools (e.g., Power BI, Tableau) Knowledge of how to translate data into actionable insights and clearly communicate findings to business stakeholders Strong analytical, organizational and Project Management experience Strong grasp of diagnostic and descriptive analytics Machine learning and statistical modelling experience would be an asset Excellent communication, storytelling, and presentation experience Nice to have experience in automotive, retail, financial services, or subscription-based industries About Us Toyota Canada Inc. is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada's head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI's Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives. What Sets Us Apart? A focus on people, passion for Toyota, innovation and continuous improvement have made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility. What You Should Know: Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law. Please advise us at any point during the recruitment and selection process or your employment if you require accommodation. #LI-PP1 #LI-Hybrid About Toyota in Canada Toyota has a proud legacy of over 50 years of operating in Canada with three affiliated companies responsible for the manufacturing, sales and financing of Toyota and Lexus vehicles in Canada. These are Toyota Motor Manufacturing Canada, Toyota Canada Inc. and Toyota Financial Services. From exhilarating design and revolutionary manufacturing processes, to innovations in safety and connectivity, we’re building vehicles that make our roads safer, our communities cleaner and inspire our customers and employees to make the most of every journey. On this site you can view open positions for both Toyota Canada Inc. and Toyota Financial Services. For open positions at our Toyota Motor Manufacturing Canada plant located in Cambridge, please click here. You can also learn more about all three companies below. Toyota Canada Inc. Toyota Canada Inc. (TCI) is responsible for the marketing, sales, distribution and customer service of Toyota and Lexus products and services across Canada. With our 287 dealer partners, we strive to deliver industry leading experiences for our customers. TCI’s head office is located in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax, and Parts Distribution Centres in Toronto and Vancouver. Toyota Financial Services Toyota Financial Services (TFS) provides retail, leasing and wholesale financial services to Toyota and Lexus dealerships and customers across Canada. TFS is a member of Toyota Financial Services Corporation (TFSC), a wholly-owned subsidiary of Toyota Motor Corporation in Japan with the Canadian operation headquarters in Markham, Ontario. At Toyota Financial Services (TFS), you will help create best in class customer experiences in an innovative, collaborative and team focused environment. TFS is constantly seeking new ways to innovate by creating products and services that add value for our customers. Toyota Motor Manufacturing Canada Toyota Motor Manufacturing Canada (TMMC) is a world-class automotive facility with manufacturing plants located in Cambridge and Woodstock, Ontario. Having produced more than eight million vehicles, we are one of the largest Toyota Motor Manufacturing facilities in North America. Recent investments at its facilities in Ontario will allow for increased production of the top-selling Toyota RAV4 and RAV4 Hybrid models in addition to the Lexus RX 350 and RX 450H vehicles.
