Senior Manager - Journey Management & Experience Design

Location: Plano, Texas; must reside within commutable distance

Company

Toyota Financial Services is Toyota and Lexus’s North American finance and insurance business, focused on customer- and dealer-centered financial services.

What you will do

• Build and govern the enterprise Journey Management and Experience Design operating model.
• Establish the Experience Owner and Experience Champion model, including governance forums, decision rights, standards, and routines.
• Lead end-to-end journey discovery, mapping, service blueprinting, future-state design, and cross-functional redesign for customer, dealer, and client experiences.
• Develop service design, co-creation, prototyping, hypothesis testing, experimentation, and customer-driven innovation practices.
• Partner with Customer Insights, Product, UX, Process Management, Operations, Risk, Compliance, Data, and Technology teams to translate journey designs into execution.
• Build and lead a high-performing team while developing enterprise capability through coaching, workshops, training, playbooks, and internal enablement.

Requirements

• Must have the right to work in the United States without current or future Toyota immigration sponsorship.
• Bachelor’s degree or higher and 10+ years of progressive experience in customer experience, journey management, service design, business transformation, strategy, or a related field.
• Experience building or leading cross-functional journey, customer experience, or transformation capabilities in complex organizations.
• Experience designing customer-centered operating models, leading workshops, mapping journeys, facilitating structured problem solving, and influencing matrixed leadership.
• Strong people leadership, capability-building, prioritization, stakeholder management, analytical, communication, and business skills.
• Ability and willingness to travel up to 20% of the time.

Nice to have

• Experience in financial services, auto finance, banking, insurance, fintech, or another regulated environment.
• Experience with dealer-facing or B2B2C business models.
• Familiarity with service design, blueprinting, co-creation, prototyping, journey measurement, Net Promoter Score, and customer-first transformation.
• Experience with Toyota Way principles, lean management, or internal consulting and coaching models.

Culture & Benefits

• Team-oriented, flexible, and respectful work environment.
• Professional growth programs and tuition reimbursement.
• Comprehensive health care and wellness plans, paid holidays, and paid time off.
• 401(k) plan with company match and an annual retirement contribution, where applicable.
• Vehicle purchase and lease programs, tax-advantaged accounts, family support services, and relocation assistance where applicable.