Digital Contact Analyst - Servicing

About the job

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’s Functional Strategy Department is looking for a passionate and highly motivated Digital Contact Analyst.

The Functional Strategy team works in partnership with our functional leaders across Operations and Operations Support to ensure the strategic roadmap and corresponding priorities are outlined, developed, and managed through individual project plans. The team also informs business requirements and prioritization for technology development and implementation by technology

development domains. The team is responsible for partnering with all the required stakeholders to ensure the objectives, milestones, timeframe involved and expected outcomes are clearly delineated, tracked and measured.

Responsible for supporting development and implementation of strategic initiatives with specific concentration on Digital Contact Strategies via Email, SMS and Push Notification channels. Activities include research, road mapping, and collaborating across functions and processes as well as providing input on strategic roadmaps, planning/prioritizing strategic initiatives, and assisting in creating process maps to understand and present solutions for seamless business integration. The Analyst is expected to focus and develop customer insights to pave the way for strategic opportunities to thrive in the Toyota Financial Services/Lexus Financial Services TFS/LFS/Private Label environment.

What you’ll be doing

• Support major projects & initiatives that drive desired business outcomes to advance
• Focus on customer insights and industry best-practices to plan and execute a customer-/product- lifecycle which prioritizes TFS/LFS/Private Label overall strategy and a customer-centric experience
• Develop and implement strategic roadmaps and process improvements for Digital Contact Channels that align with and drive strategic opportunities and planned initiatives
• Create, measure, analyze and refine Digital Contact champion-challenger tests with the objective of optimizing the TFS/LFS/Private Label contact strategy
• Identify gaps in relevant processes and consult with stakeholders on solutions and remediations
• Contribute subject-matter level expertise and business insight to innovate digital contact optimization in alignment with TFS/LFS/Private Label business strategies with the goal of driving a personalized, customer-centric experience
• Support business growth through various opportunities, creating pathways and combatting roadblocks in the path to business enablement
• Assist leadership in developing standard and consistent operating procedures, goals, and objectives for the respective function based on customer insights and research findings
• Create communications and presentations as needed and ensure information is disseminated to the appropriate audience
• Day to day management of internal and supplier partnerships for service required to create new digital communication content and journeys

What you bring

• Ability to build relationships with a broad audience both internal and external to TFS
• Manage projects successfully to meet deadlines, provide deliverables, and adhere to budgets
• Expertise in Digital Contact or Digital Marketing discipline
• Work collaboratively with other team members
• Strong organizational and stakeholder management skills
• Strong verbal, written, and analytical skills
• Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel, etc.)

Added bonus if you have

• Bachelor’s degree in Communications, Digital Marketing, Digital Strategy or equivalent combination of education and relevant experience
• Working knowledge of Salesforce Marketing Cloud, HubSpot, Brevo or similar

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 (if applicable)
• 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)
• Oversee peer-review processes and calibrate the team on instructional quality, cognitive load principles, and brand alignment.

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.

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 talent.acquisition@toyota.com.