Sr. Analyst - Project Management & Business Insights

Overview

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like  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.

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 We’re Looking For

Toyota’s 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, One Tech, 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 department's objective to deliver business processes and solutions that allow the call center to deliver an amazing guest, advocate and dealer experience.

• 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…