Customer Experience Specialist

Oh what a feeling

We are so much more than just the sum of our parts. Our strength comes from working together, sharing ideas to always find new ways to progress. Together, we are Toyota.

At Toyota we celebrate individual differences. You don’t need to meet 100% of the criteria to apply. We’d still love to hear from you.

We’re working towards a future where we look out for each other and our planet. Where we enrich lives with the safest and most responsible ways of moving. This is the kind of tomorrow we’re imagining here at Toyota.

Our people are on a mission to create a future mobility society, where movement is possible and accessible for everyone.

For example, Toyota is developing a range of sustainable mobility services and transportation solutions to better help you and our planet: from battery electric vehicles to remote-controlled robotics (you may have seen these at the Tokyo Olympics).

We’ve also just launched KINTO, a car sharing and car rental service to support both our Environmental and Mobility goals.

We are heavily invested in sustainability; Toyota's ambition is to achieve zero emissions by 2050.

Toyota is a place where difference is celebrated. We strive to create a workplace that not only gives equal opportunities to people of all backgrounds and abilities but supports them to reach their full potential.

We do this through employee community engagement, mentorship programs, and our annual Women’s Conference.

Our two longest serving employees have been with us for over 42 years. We’re also proud to have more than 100 employees over 25 years’ service. Together, we are Toyota.

What you’ll contribute to

The Customer Experience Specialist is responsible for the analysis of customer experience using the customer experience survey data and other appropriate sources in order to drive process improvement in the dealerships and within Toyota Australia as well as supporting various initiatives and programmes that all ladder up to delivering even better experience to Toyota’s customers.

The role is part of the Guest First Division, which is responsible for planning, coordination and execution of all Guest first activities including customer support, warranty, service value chain, in-field product performance, customer quality engineering and Dealer operations.

This is a permanent role based in Altona North with flexible work arrangements.

How you’ll make an impact- Implements agreed business data processes and procedures in order to achieve customer experience improvement based on the voice of the customer. Ensures any changes to processes and procedures are accurately documented and communicated.- Assists in the development of business data management processes and reporting systems related to survey activities in order to enable the Dealer network to achieve Toyota standards and compliance objectives.- Assist and contribute to process improvement in system development, maintenance and improvement for Toyota divisions through communication of the improvement opportunity areas for their support for dealerships’ problem-solving.- Present and communicate findings and insights to key stakeholders to enable sound business decision making.

Your attributes - If you’ve got one or more, we’d love to hear from you- Degree qualification in business, a related discipline or equivalent experience.- Experience working in data analytics.- Intermediate excel skills (V Lookups, Pivot tables—essential),- Power BI experience / knowledge (desirable).- Excellent data storytelling skills.- Strong communication and stakeholder engagement skills.

Life at Toyota & What we offer you

We pride ourselves on a work culture that supports and rewards people. From development programs to recognition programs, we make sure everyone at Toyota Australia lives their best possible life. After all, our people are our greatest assets.

Toyota Australia is well-recognised for offering:
- Flexible hours and workspaces & a school holiday program- Career Development plans & Promotions and Rotations Program- 14 weeks paid primary carers leave & 4 weeks paid parental leave for secondary carers- Wellness facilities & Employee Assistance Program- 5 days paid domestic and family violence leave- 13% superannuation & a yearly contribution to your private health insurance- Paid volunteer days to support your community- Partially or Fully Subsided Motor vehicle
- We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees._

We are happy to adjust the recruitment process for your accessibility requirements.

Please contact us and let us know your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.

Toyota is an endorsed employer for all women; check out our benefits directly at WORK180.

We don’t require a cover letter or selection criteria to be addressed.

Come with us an