Digital Contact Analyst - Servicing

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.