Sr. Analyst Project Management & Business Insights

Overview

Who we are

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 were looking for

Toyotas Brand Engagement Center (BEC) supporting both Toyota and Lexus brands is looking for a passionate and highly motivated Senior Analyst Project Management & Business Insights

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 departments objective to deliver business processes and solutions that allow the call center to deliver an amazing guest advocate and dealer experience.

What youll be doing:

• Partner 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.
• Lead BEC process improvement efforts including kaizen training lunch & learns projects aimed at BEC improvements.
• 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 Strategy and Planning team members.
• Provide direct and indirect support for technology projects ensuring project team has clear understanding of downstream impacts to staffing and efficiencies in BEC operations.
• Manage and create various executive presentations as needed ensuring information is clear concise and disseminated to appropriate audiences.
• Manage process taxonomy documentation organizational change management documentation standardization of standard operating procedures and Intake Process.
• Lead change management efforts including persona management communications planning engagement and 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.
• Create 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 support teams such as Quality Assurance Learning & Development Knowledge Management and Supplier Engagement ensure unified support for BEC Advocates assisting Guests.
• Work with Voice of the Customer team on CAST and ASAT impacts to BEC using data to direct decisions on kaizen projects. Data may include call transcription surveys or other direct and indirect feedback.
• Continuously navigate multiple tools (Medallia Tableau online app and web rating) to mine BEC data for use in analysis to ensure a positive Guest experience.
• 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.
• Facilitate various cross functional activities with 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 Voice of the Customer teams Connected Technology Lexus and Toyota Product Owners Supply Chain Product Planning Enterprise Strategy and Toyota Legal One.
• Assist in supporting campaigns notices and recalls working closely with closely with Strategy & Planning Senior Analysists.

What you bring

• B.A. / B.S. degree or equivalent finance/ business and/ or customer service/ center experience
• 3-5 years Project Management experience
• 3-5 years Process Taxonomy experience
• 3-5 years Change Management Communications & Engagement and Persona Management experience
• Ability to use data to analyze problems effectively to recommend process solutions
• Ability to teach process improvement concepts in a classroom environment
• 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
• Knowledgeable of AI productivity tools such as copilot other AI type tools with eagerness to learn new technology tools as they become available
• 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
• Initiative to learn new systems and tools to help streamline processes and evaluate data
• 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 well 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)

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 .