Senior Manager - Journey Management & Experience Design

Overview

Who we are

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 Journey Management & Experience Design Senior Manager. This position will report to the Vice President of Customer Experience Strategy.

This leader will help uplift how TFS designs and delivers products and services to create customer value across functions, requiring significant cross-functional influence and strong operating model leadership. Responsibilities will include building and scaling the journey management and experience design capability that helps Toyota Financial Services move to a more integrated journey- and experience-management model.

This individual will be responsible for helping the enterprise answer three essential questions on a recurring basis:

1. What are the most important end-to-end journeys and moments that matter most to customers, dealers, and clients?

2. How should Toyota Financial Services design and govern those journeys to deliver a more seamless, differentiated, and valuable experience?

3. Where should TFS prioritize journey redesign and cross-functional improvement to create the greatest impact on customer satisfaction, Net Promoter Score, acquisition, retention, and business performance?

This role will establish and govern an Experience Owner and Experience Champion model, define enterprise journey-management frameworks and design standards, and help cross-functional teams translate customer and dealer needs into future-state journey designs. The leader will help TFS build a modern capability that includes service design, co-creation, prototyping, facilitation, journey governance, design-to-execution handoffs, and clear translation of customer-first strategy into practical cross-functional improvement priorities.

This role will also lead the customer-driven design and innovation, including ownership of the methodology, enterprise intake and prioritization processes, cross-functional deployment of design resources, developing and embedding coaching support, experimentation enablement, and internal capability building. This capability will help teams build empathy, frame the right problems, test hypotheses, craft experiments, and make evidence-based decisions that improve journeys, loyalty, and business results.

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 journey management, service design, and end-to-end experience improvement

• Strong command of governance design, cross-functional operating models, and enterprise facilitation

• Ability to connect customer needs and journey design to acquisition, retention, customer satisfaction, and Net Promoter Score outcomes

• Strong strategic thinking paired with practical execution

• Exceptional communication, storytelling, and relationship-building skills with both internal teams and external customers

• Ability to synthesize complex problems into clear journey priorities and design decisions

• Strong judgment, intellectual curiosity, and business acumen

• Ability to influence enterprise stakeholders without direct authority

• Strong understanding of how to partner effectively with UX, Product, and Process Management teams without duplicating ownership

• 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:

• Establishes and governs the journey and experience management operating model for TFS

• Enables Experience Owners and Experience Champions to succeed in their roles

• Defines and facilitates end-to-end journey design across functions

• Translates customer, dealer, and client needs into future-state experience concepts and journey requirements

• Partners with Customer Insights, Product, UX, Process Management, Operations, and other functions to move from journey design to execution

• Enables leadership to prioritize the improvements that will create the greatest impact on customer satisfaction, Net Promoter Score, acquisition, retention, and business performance

• Integrate the customer-driven design and innovation methodology into the broader journey-management and experience-design approach, ensuring the enterprise has a repeatable model for empathy-building, problem framing, experimentation, and customer-centered innovation.

The following are critical requirements of this role.

1. Enterprise Journey Management & Experience Design Strategy

• Define and lead the vision, strategy, roadmap, and operating model for Journey Management & Experience Design in alignment with the VP, CX Strategy and the TFS customer-first strategy.

• Build an enterprise capability that helps TFS shift from a functionally based approach toward end-to-end journey ownership and management.

• Partner with Customer Insights & Analytics and persona / needs segmentation resources to ensure journey designs are grounded in validated customer and dealer needs, motivations, and behavioral differences across target segments.

• Establish Journey Management & Experience Design as a strategic business capability that supports customer-first transformation, journey governance, and enterprise prioritization.

• Ensure the function directly supports the TFS Customer-First maturity model, strategy planning, and enterprise experience governance.

2. Journey Operating Model and Governance

• Establish and govern the Experience Owner and Experience Champion model across TFS.

• Define role clarity, responsibilities, operating routines, decision rights, governance forums, and escalation paths that enable effective journey ownership.

• Monitor the health, adoption, and effectiveness of the journey management operating model and recommend improvements as the organization matures.

• Build the standards, methods, measures, and management routines needed to identify, prioritize, and manage key end-to-end journeys across the enterprise.

• Serve as the central steward of the operating model while working through matrixed leaders rather than direct reporting relationships.

3. End-to-End Journey Design

• Lead the design of end-to-end experiences across customer, dealer, and client journeys, with a focus on the moments that matter most / key drivers of acquisition and loyalty.

• Facilitate cross-functional discovery and design efforts to understand current-state journeys, pain points, fragmentation, unmet needs, and opportunities for improvement.

• Translate customer, dealer, and business needs into future-state journey concepts, journey maps, service blueprints, and experience requirements.

• Ensure journey design addresses emotional, operational, policy, channel, communication, service dimensions, and compliance of the experience.

• Help business teams move from function-specific improvements to coordinated end-to-end journey redesign.

4. Service Design, Co-Creation, and Prototyping

• Build and lead service design practices that support customer-first innovation and practical enterprise execution.

• Use insight, co-creation, human-centered design, customer-driven-innovation, agile, and lean startup methods to shape experiences that better meet customer, dealer, and client needs.

• Facilitate workshops, concept development, prototyping, hypothesis testing, and experimentation of future-state experiences before broader implementation.

• Create repeatable methods for incorporating customer, dealer, and client perspectives into journey design and prioritization.

• Partner with UX, digital, and process teams to ensure journey-level experience intent is translated effectively into channel- and interface-level design.

5. Customer-Driven Design & Innovation Enablement

• Lead the customer-driven design and innovation enterprise capability supporting to ensure products and experiences are designed to delight customer, dealers, and clients.

• Own and continuously evolve the methodology, tools, templates, and standards.

• Manage the enterprise intake process for design and journey requests, evaluate demand from cross-functional teams, and deploy coaching and design resources based on strategic priority and potential impact.

• Build and lead a coaching bench that can embed with enterprise teams for defined sprints to build empathy, define hypotheses, craft experiments, and facilitate evidence-based decision making.

• Provide enablement through training workshops, playbooks, toolkits, and internal knowledge management so teams can increasingly self-serve on customer-driven design and innovation methods where appropriate.

• Balance hands-on support, strategic prioritization, and capability transfer across the enterprise.

6. Cross-Functional Orchestration and Design-to-Execution Handoffs

• Partner with Product, Process Management, Operations, Servicing, Dealer Services, Data & Technology, Risk, Compliance, and other functions to align on target journey outcomes and requirements.

• Clarify the handoff from journey design into detailed process definition, product changes, policy changes, digital requirements, and operational implementation.

• Work closely with the Process Management team, which will define and manage the processes required to execute journey designs.

• Support prioritization and sequencing of journey improvements based on customer value, business value, feasibility, and strategic importance.

• Help remove barriers that slow cross-functional journey improvement and enterprise coordination.

• Coordinate cross-functional demand for journey design and innovation support, ensuring resources are directed to the highest-priority opportunities based on customer impact, strategic importance, and business value.

7. Journey Measurement and Performance Enablement

• Partner with Customer Insights & Analytics to ensure priority journeys have clear measures of success, including customer satisfaction, Net Promoter Score, acquisition, retention, quality, timeliness, and other journey-performance indicators.

• Help define how journey health should be assessed, monitored, and reviewed through governance routines.

• Ensure journey design decisions are informed by deep customer empathy, insights, pain-point analysis, and business performance data.

• Develop visual management tools and routines that help leaders understand journey priorities, current-state issues, future-state objectives, and progress against outcomes.

• Enable consistent visibility into journey decisions, improvement priorities, and cross-functional accountability.

8. Prioritization and Journey-to-Action Translation

• Convert customer needs, journey insights, and business constraints into clear design implications and practical recommendations.

• Identify the moments, pain points, and journey opportunities where redesign will have the greatest impact.

• Support Experience Owners and Experience Champions with decision-ready frameworks for innovation, journey redesign, service improvements, and cross-functional coordination.

• Frame learnings into prioritized actions based on customer importance, current performance gaps, enterprise feasibility, and expected business impact.

• Ensure journey insights and design outputs are translated into actionable roadmaps, kaizen opportunities, and execution backlogs.

9. Team Leadership and Capability Building

• Build and lead a high-performing team across journey management, experience design, service design, and related capabilities.

• Develop organizational capabilities around human centered design, customer-driven innovation, agile, lean startup, journey mapping, blueprinting, facilitation, co-creation, prototyping, governance, and design-to-execution planning.

• Create strong operating disciplines for governance, prioritization, design quality, and stakeholder engagement.

• Foster a culture of curiosity, humility, collaboration, experimentation, and continuous improvement.

What you bring

• Bachelor's degree (or higher)

• 10+ years of progressive experience in customer experience, journey management, service design, operating model design, business transformation, strategy, or closely related fields

• Significant experience building or leading cross-functional journey, customer experience, or transformation capabilities

• Demonstrated success improving end-to-end customer or dealer experiences in complex organizations

• Experience designing or implementing journey-based or customer-centered operating models

• Experience translating customer needs and strategic goals into future-state designs, governance models, and actionable requirements

• Experience leading cross-functional workshops, journey mapping efforts, and structured problem-solving sessions

• Experience working across matrixed organizations and influencing cross-functional leadership

• Strong people leadership experience, including team development and capability building

• Experience managing intake, prioritization, and deployment of shared design, coaching, or transformation resources across enterprise demand

• Experience building internal capability through coaching, facilitation, training, and enablement

• Experience leading structured experimentation, hypothesis development, or design-sprint style work to improve customer or dealer experiences

• Ability and willingness to travel up to 20% of the time

Added bonus if you have

• Experience in financial services, auto finance, captive finance, banking, insurance, fintech, or another regulated environment

• Experience supporting dealer-facing or B2B2C business models

• Familiarity with service design, journey management, blueprinting, co-creation, prototyping, and customer-centered design methods

• Experience working alongside Product, UX, Process Management, and Operations teams in a coordinated delivery model

• Familiarity with journey measurement, Net Promoter Score, customer satisfaction, retention improvement, and customer-first transformation efforts

• Familiarity with Toyota Way principles, lean management, or similar continuous improvement disciplines

• Experience leading customer of excellence or internal consulting / coaching model

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)

• 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.

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].