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General information

Career area
Consumer Analytics
Work Location(s)
2911 Lake Vista Drive, Lewisville, TX, 500 Woodward Avenue, Detroit, MI, 601 S. Tryon Street, Charlotte, NC
Remote?
No
Ref #
12459
Posted Date
Monday, May 9, 2022
Working time
Full-time

Ally and Your Career

  • Ally Financial only succeeds when its people do - and that’s more than some cliché 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

As a leader in digital financial services, our customer experiences and interactions are designed based on data-driven strategies. We depend on the Ally analytics community to fuel these journeys and to help nearly 10,000 leaders and employees make countless data-driven decisions every day. Ally Auto’s Consumer Asset Management Strategy organization is a multidisciplinary team part of which focuses on end-to-end consumer journeys and helps build products and tools designed to improve those journeys while optimizing asset performance.

We're looking for a passionate Customer Experience Strategy leader for our Auto Consumer Asset Management group. This person will lead a team focused on customer journey mapping, studies, and experiments and help build products and tools for our customers and employees that improve customer experience, minimize friction and improve performance of the auto portfolio. Do you have a focus on measurable business outcomes, strategies with human-centric approach, and a desire to make an impact? If you are a creative and critical thinker, storyteller, learner, and innovator and want to work in an environment focused on bettering borrower’s relationship and experiences with Ally, keep reading.

The Work Itself

  • Identify customer and business needs and develop product vision and solutions within the context of the overall business and servicing strategy
  • Collaborate with Servicing Strategy, UX Design, Technology and Operations to facilitate solution advancement and positive customer experience designs in all phases of the product development, including product ideation and definition, UX design, build, launch and operational readiness
  • Lead business case analysis and roadmap development at the initiative and capability level, considering the needs of borrowers and Ally agents, balancing the interests of risk, compliance and operations stakeholders
  • Support ongoing new initiative intake decisions for Consumer Auto from the business perspective; manage business expectations on MVPs and product roadmap
  • Manage development of consumer communication campaigns on behalf of other strategy teams; partner with strategy groups on ideation, work with UX and other partners on developing content and assist in taking the product through various stakeholder reviews before launch
  • Collaborate with all stakeholders within consumer Auto and technology teams on enterprise initiatives related to consumer capabilities, such as development of communication channels (emails, text, push, online) and the OmniChannel platforms, Chatbots and AI, payment channels etc.
  • Influence the roadmap and priorities of other partner groups by proactive engagement on topics related to asset management strategy

The Skills You Bring

  • Strong business and financial acumen; experience working with data analysis and discovery
  • High-performing self-starter, with strong attention to detail and excellent organizational skills
  • Strong program and project management skills; ability to understand organizational capacity and manage resource allocations to achieve business outcomes
  • Highly collaborative, with ability to lead and influence others with confidence and emotional intelligence
  • Ability to present recommendations with supporting rationale and be accountable to timelines, organizational capacity and project needs
  • Experience working in an agile environment with teams building user-facing capabilities/features
  • Demonstrates technical acumen; baseline knowledge of how software systems & application components work together; able to navigate technology, architectural and product development considerations at a high-level
  • Strong communication and partnership skills; able to collaborate through complex problems with a diverse team across departments, organizational levels, and with external partners
  • Ability to challenge assumptions and give and receive feedback respectfully
  • Ability to estimate work, commit and deliver on deadlines and be vocal when risks arise
  • Ability to manage multiple priorities concurrently, including self-executed deliverables and requirements executed by other teams

Experience / Education:

  • 8+ years of experience as a product manager, owner or strategist in consumer lending / financial services, digital channels, payments or other consumer applications
  • Experience with digital transformation projects, customer journey initiatives with a focus on customer communication and payment channels
  • Experience with lending account systems of record, consumer lending regulations, account agreements, disclosures and statements
  • Experience with consumer products supporting loan servicing functions (collections, customer care etc.) are a plus
  • Experience leading a team of direct reports
  • Bachelor’s degree required; relevant post-graduate degrees and/or certifications are a plus
  • Microsoft Office suite of products; application lifecycle management tools (such as Jira, Confluence etc.)
  • Excellent organizational and communication skills (written and verbal); experience presenting to diverse audience

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 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. #LI-Hybrid