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CX Journey Manager

Company: Ally
Location: Charlotte
Posted on: June 12, 2021

Job Description:

Ally Overview

At Ally, we take the safety and health of our employees seriously. Related to COVID-19, Ally moved quickly and decisively to protect the health and well-being of our teammates, including instituting a work-from-home protocol in mid-March. We are continuing to hire during this time and are finding new and innovative ways to onboard new teammates remotely. Flexibility remains key as we approach the evolving situation. Our teams will continue to work-from-home until leadership, in coordination with governmental guidance and requirements, determine that it is safe to re-enter our facilities.

You can read more about how Ally is supporting our employees, customers, auto dealers and communities during this unprecedented time here.

Position Description

Customer centricity is part of our DNA at Ally. We are currently in search of a Customer Experience Journey Manager who will lead a small team and participate in the work of identifying opportunities for systematic improvement of end-to-end omni-channel customer journeys. We conduct or leverage 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 collaborates with cross-functional teams across all Ally LOBs to drive better customer experiences.

Job Responsibilities

You are:

  • The #1 advocate for the user/customer
  • Comfortable with qualitative and quantitative research
  • Curious, active listener -- good at asking the right questions
  • Self-directed, self-motivated, flexible, adaptable
  • Resourceful
  • Analytical AND creative
  • A collaborative team player, but able to work at times on your own
  • A problem solver and proactive thinker
  • Motivated and skilled to evangelize your work
  • Invested in your work
  • Happiest when you are driving change and making a difference

Your challenge:

  • Uncover and document real-world current state end to end digital experience with the intent to drive improvement
  • Identify existing quantitative or qualitative research to review, analyze and leverage as you build knowledge of current state experience 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 qualitative research or data analytics to gather additional research needed
  • Determine where and why there is deviation from the intended happy path for the experience
  • Create the most compelling and appropriate visual representation of the current state digital end to end experience for use by product, service and design teams
  • Uncover opportunity for continuous, systematic improvement of the digital end-to-end experience by also understanding the broader cross channel journey
  • 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 in order to drive improvements to address current state issues
  • Guide future state digital design
  • Building on current state analysis, provide product and design teams with insights and data to leverage in co-creation of future state
  • Lead product and design teams in ideation sessions to build future experiences
  • Journey success metrics
  • During research phase, you will identify measurements and KPIs various 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
  • Contribute to overall CX research practice and team
  • Work with UX and CX sister-research team to build knowledge across projects, LOBs, departments
  • Encourage UX and CX sister-research team toward broader, end-to-end, journey thinking within project work
  • Foster collaboration, transparency, and innovation across Ally
  • Evangelize customer centricity throughout the organization
  • Help maximize efficiency by surfacing repeatable processes and frameworks
  • Facilitate open communication and transparency between various departments at every level of the business, influence and champion CX efforts, nurture partnerships across the organization
  • When projects uncover systemic challenges, raise this and suggest ways to address
  • Organize and lead collaborative design thinking approaches to problem solving as appropriate
  • Influence digital strategy

Qualifications

  • Experience leading a small team or practice
  • Experience uncovering content for and then creating customer journey maps, experience mapping, or process mapping
  • Experience collecting and analyzing data to identify insights supporting digital or experience design
  • Experience with cross channel experience (contact center and digital)
  • Familiarity with the interplay of qualitative and quantitative findings
  • Using data analysis and metrics to drive decisions
  • Structuring and facilitating ideation, design thinking workshops
  • Strong communication, collaboration and influencing skills
  • 5+ years in customer experience and research or UX
  • Preferred:
  • Knowledgeable of the financial services industry (automotive/dealer, brokerage, traditional banking, mortgage) is preferred but not required
  • Digital focused User Experience research and design
  • Data visualization or design background
  • Knowledge of how to leverage Power BI or similar dashboards for behavioral data
  • 1-3 years managing direct reports or similar experience managing a working team, project or program and mentoring

Bachelors (Masters preferred) in UX Design, Human Computer Interaction, Human Factors, Business, Operations Research, Marketing, Communications, Behavioral and Social Science fields more broadly including social and cultural anthropology, cultural geography, micro-economics, social psychology, cognitive science, and sociology)

Total Rewards

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Plus, we have a flexible paid-time-off program including time off for volunteer opportunities. Ally's Total Rewards Program is designed to enrich your life at work - and outside of it and includes:

  • Industry-leading 401K retirement savings plan with matching and company contributions
  • Wellness program encouraging healthy living with financial rewards
  • Flexible health insurance options including dental and vision
  • Pre-tax Health Savings Account with generous employer contributions
  • Pre-tax commuter benefits
  • Other work-life integration benefits including parental and caregiver leave, adoption assistance, backup child and adult/elder day care program, childcare discounts, tuition reimbursement, LifeMatters Employee Assistance Program, subsidized and discounted Weight Watchers program and other employee discount programs

Ally is an Equal Opportunity Employer

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.

Keywords: Ally, Charlotte , CX Journey Manager, Other , Charlotte, North Carolina

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