Job description
General information
Ally and Your Career
The Opportunity
Customer centricity is part of our DNA at Ally. We are seeking a creative Customer Experience Journey Specialist who will build current and future state customer journeys leveraging insights from quantitative and qualitative research sources and by designing and facilitating working sessions. The ideal candidate will be a good storyteller with the ability to simplify the complex.
This role is part of the Customer Experience (CX) team. The successful candidate will collaborate with cross-functional teams across all Ally lines of business to find and deliver opportunities to create a better digital customer experience that will drive desired business outcomes and customer satisfaction.
The Work Itself
- Collect information from CX researchers, consumer insights & innovation, voice of customer, analytics, and market research teams to synthesize quantitative and qualitative data to support the development of journeys
- Create compelling visual representations of the current-state and future-state cross channel end-to-end experience for consumption by product and design teams highlighting current state opportunities, the future state, or imagined net new experience
- Identify existing quantitative and qualitative research to review, analyze and leverage as you build knowledge of current state experience from the customer perspective
- Assists projects by working directly with stakeholders, collaborating with the journey manager and other journey specialists
- Work with design teams to envision, execute, and build future state journeys to support leadership buy-in and change
- Seeks to understand partner needs and ensures engagements are scoped and executed in a manner that provides actionable results
- Identify gaps in understanding and define new research needed to round out understanding of current state experience and customer needs
- Build and utilize personas for use across the organization
- Assist with the refresh of personas using primary and secondary data
- Socialize and evangelize use of personas with work teams and leadership
The Skills You Bring
- 1-2+ years of experience in customer experience and research, digital experience design, and digital experience evaluation
- Experience creating and using current state or future state journey maps
- Strong verbal communicator with curious, active listening skills; good at asking the right questions and leading session planning and facilitation
- Experience leveraging data and metrics to tell a story and drive decisions with partners; skilled at interpreting, analyzing and synthesizing qualitative and quantitative insights
- Familiarity with tools such as Invision, Miro, Mural, Figma
- Proactive, self-starter – you are happiest when you are driving change and making a difference
- Bachelor's degree (Master's preferred) in User Experience Design, Human Computer Interaction, Human Factors, Business, Psychology, Cognitive Science, or other related disciplines or equivalent experience
How We'll Have Your Back
- 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 childcare 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.
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