Digital Business Analyst, Digital CX

 

Join our Team as a Digital Business Analyst, Digital CX!

 

The Role:

This position is responsible for supporting TMHNA’s digital customer experience platforms, including customer portals (MyToyota and iW.Connect) and e-commerce products for the Toyota Material Handling and Raymond brands. TMHNA Digital CX platforms serve as the primary end-customer point of digital engagement across TMHNA and its dealer and partner network, encompassing digital customer experience, digital commerce, and an expanding portfolio of products and services.

 

This position is responsible for developing business requirements, analyzing user experience and platform performance data, and driving enhancements that support both customer-facing and internal business processes.

 

The role is actively involved in user story creation, elaboration, and development cycles to build and enhance features across multiple platforms and products. In addition to core product development responsibilities, this role supports a broader operational scope including sales and operations enablement, dealer and internal communications, and production support. 

 

The role requires broad thought across the entire omni-channel customer lifecycle to advocate for seamless integrations across systems, alignment with business processes, and continuous improvement across TMHNA’s ecosystem.

 

This role acts as a key connector across product, IT, sales, operations, marketing, and dealer stakeholders to ensure alignment, adoption, and successful execution of platform capabilities. This is a change agent role and the associate should be familiar with: - General business operations (P&L) - Agile software development - Digital platforms and digital user experience - Digital Commerce and Digital Marketplaces - B2B and B2B2B business models (Manufacturer --> Distributor --> End-Customer)

 

This position will work with product owners, other analysts, key stakeholders (dealers and customers), and digital QA teams to ensure the platform is feature-rich and working as expected.

 

What You’ll Be Doing:

 

• Gather, document, and refine business requirements with relevant stakeholders
• Decompose features into well-structured user stories with clear acceptance criteria and business rules
• Prioritize and manage the product backlog in partnership with Product Owners, ensuring readiness for PI Planning
• Develop and maintain visibility into cross-platform and cross-product dependencies to ensure alignment across an expanding portfolio of digital capabilities
• Lead sprint and release planning, coordinating in-sprint execution, risks, and adjustments
• Partner with sales and operations teams to translate business needs into platform capabilities and improve operational workflows
• Collaborate with marketing, go-to-market teams, dealers, and internal stakeholders to support adoption, readiness, and ongoing engagement
• Communicate platform enhancements, releases, and issues to dealers and internal stakeholders, ensuring clarity and alignment
• Gather and synthesize feedback from customers, dealers, and internal users to inform product priorities and continuous improvement
• Analyze user experience and platform performance data, including adoption, conversion, and operational metrics, to drive backlog decisions
• Define, track, and report on KPIs tied to both user experience and business outcomes
• Identify and drive process improvements across digital platforms and supporting business operations
• Maintain documentation of workflows, functional requirements, and system behaviors
• Support quality assurance activities including test planning, execution, and defect triage
• Manage production support activities including issue triage, root cause analysis, and coordination of resolution with technical teams
• Balance defect resolution with feature delivery to ensure platform stability and continuity
• Support internal and dealer business process improvements aligned to digital CX strategy
• Assist cross-functional teams in the execution of projects and strategic initiatives
• Practice fiduciary responsibility
• Ability to work in a constant state of alertness and safe manner