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General information

Career area
Marketing
Work Location(s)
1000 N. West Street, Wilmington, DE, Work From Home, Remote, NY, Work From Home, Remote, PA
Remote?
No
Ref #
11391
Posted Date
Tuesday, March 8, 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

Ally announced the acquisition of Fair Square Financial, a digital-first credit card provider, in October of 2021. Ally Credit Card is a team that has combined the experience of seasoned talent from across the card industry with advanced analytical and machine learning techniques to develop and optimize our business. Our integrated and entrepreneurial team built the business up from scratch in 2016 to 1MM plus customers, with significant growth opportunities in the future. This is your opportunity to join our diverse and innovative Ally Credit Card team as we focus on growing the business and delivering compelling products that focus on doing the right thing for our customers.
  • Lead development and implementation of customer experience improvements for Ally Credit Card customers
  • Assess customer experience across key touchpoints in a customer's lifecycle
  • Identify segments where there are opportunities to enhance the customer experience
  • Develop business case and work with cross-functional teams to priorities projects that close experience gaps
  • Coordinate with stakeholders to build campaign roadmap that supports business objectives while also ensuring internal readiness.
    

The Work Itself

  • Analyze 20+ different customer interactions and highlight customer experience positives and negatives 
  •  Develop framework to assess cost benefit of improving subpar customer experiences
  • Prioritize improvements and build alignment on necessary enhancements across the company 
  • Build business cases to get projects put on roadmap - build relationships with key stakeholders
  • See projects through to execution with oversight onto customer experience
  • Design Reporting and KPIs to track improvements

The Skills You Bring

  • 3+ years’ experience with Marketing or Digital Customer Experience preferred
  • Familiarity with Salesforce Marketing Cloud or other competitive marketing communications platforms
  • Background in creative design or previous experience with agencies
  • Ability to build business cases and work across multiple lines of business and effectively prioritize tasks 
  • Strong project management skillset, can see bigger picture while also paying close attention to detail
  • Excellent verbal and written communication skills
  • Ability to deal with ambiguity and competing objectives in a fast-paced environment 
  • Strong customer advocate with customer experience always top of mind
  • Ability to collaborate across teams, develop relationships and influence key partners

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.

Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered, if not currently employed by Ally.   

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.