Job Description

Ally and Your Career

Ally Financial only succeeds when its people do - and that's more than some cliche people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You're constantly evolving, so shouldn't your opportunities be, too?

The Opportunity

Customer centricity is part of our DNA at Ally. We are currently in search of a Customer Experience Journey Specialist who will focus on uncovering opportunities and advocating for continuous, systematic, improvement of end-to-end omni-channel customer journeys. The Journey Specialist will maximie CX qualitative and quantitative research in digital and contact center, behavioral and business metrics and business processes to identify strategic and practical experience improvements.

This role on the Customer Experience (CX) Usability team will collaborate with cross-functional teams across all Ally LOBs to drive better customer experiences.

The Work Itself

* Uncover and document the current state omni channel experience to identify and deliver opportunities for creating better, more efficient, digital-first customer experiences that will also drive positive financial impact for Ally
* Identify existing quantitative or qualitative research to review, analyze and maximize as you build knowledge from the customer perspective
* Identify gaps in understanding and define new research needed to round out understanding of current state experience and customer needs
* Partner with researcher or conduct your own additional research such as primary interviews, ethnographies, diary studies, surveys
* Package your analysis in a compelling presentation of the end to end omni channel customer experience, highlighting opportunities to improve the customer experience and better meet business objectives
* Influence business decision makers and designers at all levels as appropriate to drive improvements to address current state issues
* Some initiatives will include a future state stage of work, using research to innovate on a completely new experience
* You will identify measurements and KPIs different groups use today related to the journey
* Suggest a comprehensive journey success metrics scorecard, pulling together metrics from different touchpoints that combined show an end to end journey story, adding metrics that indicate customer satisfaction and success
* Bring team-centered solutions to delivery process and routines through continuous improvement actions; Build consensus with strong interpersonal and presentation skills
* Mentor and guide other researchers on the team
* Cultivate collaboration, willingness and innovation across Ally
* Help maximize efficiency by surfacing repeatable processes and frameworks
* Organize and lead collaborative design thinking approaches to problem solving as appropriate.

The Skills You Bring

* 1-3+ Experience uncovering content for and then building customer journey maps, experience mapping, or process mapping
* 1-3+ Experience with cross channel experience (contact center and digital)
* Qualitative research, experience as a practitioner or in working closely with this subject area
* Using data analysis and metrics to drive decisions
* Familiarity with the interplay of qualitative and quantitative findings
* Discovery research (market/industry, analytics, driven, evaluative)
* Conceptualization, design thinking workshops
* Data collection, value stream mapping, root-cause identification, etc.
* Strong communication, collaboration, facilitation, and influencing skills
* Leading as an individual contributor
* Preferred:
* Knowledgeable of the financial services industry (automotive/dealer, brokerage, traditional banking, mortgage) is preferred but not required
* Data visualization or design background
* Power BI
* Bachelors degree preferred in Design, Human Computer Interaction, Human Factors, Business, Operations Research, Psychology, Cognitive Science or other related subject areas

How We'll Have Your Back

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally's total compensation -- or total rewards -- extends beyond your paycheck and is designed to support and enrich your personal and professional life, including:

* Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting.
* Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs.
* Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions and a total well-being program that helps you and your family stay on track physically, socially, emotionally and financially.
* Building a Family: adoption, surrogacy, and fertility support as well as parental and caregiver leave, back-up child and adult/elder day care program and child care discounts.
* Work-Life Integration: other benefits including LifeMatters Employee Assistance Program, subsidized and discounted Weight Watchers program and other employee discount programs.

Who We Are

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.