Manager – Customer Journey and Ops Insights Full Time NEW

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?

Work Schedule: Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role’s specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

The Opportunity

At Ally, we’re relentless about doing the right thing and delivering results that matter. In this newly created role on the Customer Journey & Ops Insights team within Operational Excellence in Customer Care and Operations (CCO), you’ll play a critical role in improving customer and operational outcomes by connecting end-to-end journey insights to data-driven decision-making. You’ll partner across the CCO organization to identify friction points, uncover root causes, and translate insights into actionable opportunities that inform strategy, process optimization, and execution priorities.

This role is ideal for someone who thrives at the intersection of customer experience, operations, and analytics—and who brings structure, clarity, and influence to complex, cross-functional work.

The Work Itself

• Lead end-to-end customer journey analysis across key CCO experiences, integrating operational, customer, and performance data.
• Lead in identification of root causes of customer or operational friction and summarize findings into actionable insights.
• Develop clear, actionable insights that inform strategic priorities, process optimization efforts, and execution roadmaps.
• Partner across Operational Excellence to ensure insights are translated into action.
• Define and track journey-level metrics, leading and lagging indicators, and experience outcomes.
• Support prioritization by sizing opportunity impact and highlighting trade-offs across customer, cost, and risk.
• Lead deep-dive analysis on priority journeys, products, or operational areas to better understand drivers of performance, risk, or customer experience.
• Create compelling, executive-ready storytelling through journey maps, insights decks, and data-driven narratives.
• Ensure journey insights remain current by continuously incorporating new data, changes, and outcomes.

Skills

The Skills You Bring

Minimum Qualifications

• 7+ years of relevant experience or equivalent combination of education and experience
• High School Diploma or GED equivalent

Preferred Qualifications

• Lean or Six Sigma certification or experience preferred..
• Bachelor’s degree Preferred.
• Strong analytical and critical thinking skills, with the ability to synthesize quantitative and qualitative data into clear insights.
• Experience mapping and analyzing end-to-end customer journeys in complex, cross-functional environments and translating insights into actionable recommendations.
• Proven ability to partner effectively across operations, analytics, product, technology, and strategy teams.
• Excellent written, verbal, and presentation skills, with the ability to influence without authority and communicate with senior leaders.
• 3+ years’ experience within financial services or similarly regulated environments, with an understanding of operational and customer experience considerations.
• Proficiency with Microsoft Office and process visualization tools (e.g., Visio or equivalent).

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. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:

• Time Away: Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level).
• 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 pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.
• Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, 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 assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.
• Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
• Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.
• To view more detailed information about Ally’s Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf

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 hrpolicy@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.

Base Pay Range: $90000 – $150000 USD

An individual’s position in the range is determined by the specific role, the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.

Incentive Compensation: This position is eligible to participate in our annual incentive plan.