Group Manager - Customer Insights, Analytics and Strategy

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 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 drivers? 3. Where should TFS prioritize innovation 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 customer panels, competitive alternatives analysis, and clear translation of insight into action for Experience Owners, Experience Champions, and senior leadership. 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 customer and dealer insight generation Strong command of loyalty measurement and key driver analysis Ability to connect insight to growth, profitability, and operational performance Strong strategic thinking paired with practical execution Exceptional communication, storytelling, and relationship-building skills with both internal teams and external customers Ability to synthesize large volumes of complex data into simple decisions Strong analytical judgment, intellectual curiosity, and business acumen Ability to evaluate customer experience through competitive and economic lenses Strong understanding of responsible data use, privacy, and governance in a regulated environment 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: Identifies and validates the key drivers of customer, dealer, and client attractions and loyalty Measures TFS performance on those drivers across products, channels, and journeys Compares TFS performance to competitors and best alternatives Quantifies the economic value of improving specific drivers, journeys, and experiences Uses AI and advanced analytics to accelerate insight generation and prediction Enables leadership to prioritize the few improvements that will create the greatest customer and financial return The following are critical requirements of this role. 1. Enterprise Customer Insights & Analytics Strategy Define and lead the vision, strategy, roadmap, and operating model for Customer Insights & Analytics in alignment with the VP, CX Strategy and the TFS customer-first strategy. Build a modern enterprise insights capability that integrates voice of customer, voice of dealer, behavioral data, operational data, market intelligence, competitive intelligence, and financial performance. Establish Customer Insights & Analytics as a strategic decision-support function, not just a reporting function. Ensure the function directly supports the TFS Customer-First