Business Insights Analyst at Toyota North America

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.

To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.

Who We’re Looking For

Toyota’s Brand Engagement Center supporting both Toyota and Lexus brands is looking for a passionate and highly-motivated Business Insights Analyst – BEC.

 

The primary responsibility of this role is to support the BEC Strategy and Planning hoshin (mission) and roadmaps to deliver business processes and solutions that allow the call center to deliver an amazing guest, advocate and dealer experience. This role works closely with several BEC support teams, including Work Force Management, OneTech, Data & Analytics and Supplier Management to ensure consistency in reporting and to gather needed data to track key operational metrics. This role may additionally work with additional divisions on key Toyota or Lexus products and new businesses that may require BEC operational support.

Reporting to the Business and Consumer Insights Kaizen Manager, the person in this role will support the Brand Engagement Center department's objective to deliver business processes and solutions that allow the call center to deliver an amazing guest, advocate and dealer experience.

What You’ll Be Doing

• Create and analyze BEC Guest data to provide information and insights to monitor the Guest experience. Data may include call transcription, surveys, or other direct and indirect feedback.
• Create and provide Guest or product insights requested by other division stakeholders as requested on an ad hoc basis to further improve the Guest experience. Clarify informational requests and timing to deliver actionable insights.
• Continuously navigate multiple tools (Medallia, Tableau, online app and web rating) to mine VOC data for use in analysis to ensure a positive Guest experience.
• Coordinate with internal BEC teams and BEC support teams to manage projects and implement engagement strategies aligned with change management outcomes.
• Prepare project plan documentation for assigned projects to show progress to goals, including Gantt charts with appropriate sequencing and pacing to achieve objectives within project scope and timing.
• Create communication plans and execute to increase engagement and adoption of various kaizen efforts, process changes and technology improvement aimed at improving BEC operations.
• Obtain teaching certificate and use knowledge of Toyota kaizen tools to facilitate classroom activities to train BEC operational staff on the Toyota Way principles and tools such as TPS, TBP, A3 writing and JKK, working closely with BEC Kaizen Senior Analyst.
• Facilitate various cross functional activities with VOC teams across Toyota and Lexus to achieve various project goals aimed at improving the overall Guest experience. Maintain relationships with various division partners such as VOC teams, CT, Lexus and Toyota Product Owners, Supply Chain, Product Planning, Enterprise Strategy and Toyota Legal One.
• Work closely with the Strategy & Planning Leadership team to ensure technology projects and kaizens are executed and delivered timely, and to correlate change management activities to technology and process adoption. Collaborate with BEC Strategy & Planning team to deliver results.
• Provide direct and indirect support for technology projects, ensuring project team has clear understanding of downstream impacts to staffing and efficiencies in BEC operations.
• Create various communications and presentations as needed, ensuring information is clear, concise and disseminated to appropriate audiences.
• Assist in supporting campaigns, notices and recalls working closely with closely with Strategy & Planning Senior Analysists.
• Assists with process taxonomy documentation, organizational change management documentation, standardization of standard operating procedures and Intake Process.
• Assists in creation of various communications mediums for engagement including email campaigns, newsletter, short user videos, appropriate technology tool banners, focus groups, team meetings and other similar items needed to ensure adoption.
• Routinely works with BEC operational supervisors and managers to ensure positive Guest experience, obtain indirect feedback on the Guest experience and measure technology adoption.
• Routinely works with BEC operational support teams such as Quality Assurance, Learning & Development, Knowledge Management, and Supplier Engagement, ensure unified support for BEC Advocates assisting Guests.
  
  

What You Bring

• B.A. / B.S. degree or equivalent finance/ business and/ or customer service/ center experience
• Voice of the Customer (VOC) or survey experience
• Project Management experience
• Process Taxonomy experience
• Change Management, Communications & Engagement and Personal Management experience
• Ability to analyze large volumes of data effectively and efficiently to identify inconsistencies
• Strong presentation skills with ability to present status updates to peers and leadership teams
• Excellent written and verbal communication skills
• Initiative to learn new systems and tools to help streamline processes and evaluate data
• Team orientated and results driven
• Proven capability as a self-starter and raising issues to appropriate stakeholders
  
  

Added bonus if you have

• Microsoft Suite (Teams, PowerPoint, Word, Excel, etc.), Tableau and data management tools, Medallia, Salesforce (GEP), AWS Contact Lens, project management tools, video tools
• Knowledgeable of AI productivity tools such as copilot other AI type tools with eagerness to learn new technology tools as they becomes available
• A proven ability to multi-task in a fast-paced environment
• Experience working across internal organizations at varying levels
• Contact Center experience a plus
  
  

What We’ll Bring

During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:

• A work environment built on teamwork, flexibility and respect
• Professional growth and development programs to help advance your career, as well as tuition reimbursement
• Team Member Vehicle Purchase Discount
• Toyota Team Member Lease Vehicle Program (if applicable)
• Comprehensive health care and wellness plans for your entire family
• Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
• Paid holidays and paid time off
• Referral services related to prenatal services, adoption, childcare, schools and more
• Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)
• Relocation assistance (if applicable)
  
  

Belonging at Toyota

Our success begins and ends with our people. We embrace all perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members’ efforts to dream, do and grow without questioning that they belong.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

Have a question, need assistance with your application or do you require any special accommodations? Please send an email to [email protected].