Analyst, Voice of Customer

Ally; Charlotte (NC); On-site; USD 55,000 - 95,000; Full time

Benefits offered by this job

PTO & holidays

401K matching

Health benefits

Life insurance

Employee stock purchase

Job summary

Ally is seeking an Analyst, Voice of Customer to join the Consumer Research team. You will analyze quantitative and qualitative customer data and provide insights to inform business strategy and improve the Ally customer experience.

You will support VOC research across products and channels, develop dashboards, and present trends for leadership. Strong storytelling and presentation skills are critical.

Qualifications

• 1+ years of market research experience in a business to consumer setting, financial services experience is a plus
• Experience designing and analyzing a range of qualitative and quantitative research, including questionnaire / discussion guide design, data analysis, report design / creation
• Familiarity with Qualtrics XM platform, preferred

Responsibilities

• Support existing VOC research efforts, including data collected in relationship, journey, and interaction surveys, across products and channels
• Provide high level VOC trends, analysis, and summaries for monthly and quarterly reporting
• Conduct ad hoc research analyses to support internal stakeholder requests
• Develop research-based insights presentations with moderate supervision and guidance
• Program and maintain questionnaires to support on-going VOC efforts
• Regularly monitor survey volumes to ensure proper functioning of internal survey tools
• Create and maintain reporting dashboards for business partners to self-serve VOC data
• Support relationships with third-party research partners, to ensure quality execution of ongoing research and data captured

Skills

Market research

Qualtrics XM

Data analysis

Storytelling

Presentations

Adaptability

Communication

Audience awareness

Research design

Critical thinking

Education

Bachelor’s degree in marketing, business, social sciences, or related field

High school Diploma or GED

Tools

Qualtrics XM

Job description

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 love 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

The Analyst, Voice of Customer works with the broader Consumer Research team to support voice of customer (VOC) research initiatives at Ally. This role includes analyzing quantitative and qualitative customer data and providing research support to help inform business strategy and improve the Ally customer experience.

The Work Itself

• Support existing VOC research efforts, including data collected in relationship, journey, and interaction surveys, across products and channels
• Provide high level VOC trends, analysis, and summaries for monthly and quarterly reporting
• Conduct ad hoc research analyses to support internal stakeholder requests
• Develop research-based insights presentations with moderate supervision and guidance
• Program and maintain questionnaires to support on-going VOC efforts
• Regularly monitor survey volumes to ensure proper functioning of internal survey tools
• Create and maintain reporting dashboards for business partners to self-serve VOC data
• Support relationships with third-party research partners, to ensure quality execution of ongoing research and data captured

The Qualifications We’re Looking For

• Bachelor’s degree in marketing, business, social sciences, or related field
• 1+ years of market research experience in a business to consumer setting, financial services experience is a plus
• Experience designing and analyzing a range of qualitative and quantitative research, including questionnaire / discussion guide design, data analysis, report design / creation
• Familiarity with Qualtrics XM platform, preferred
• Strong analytical and critical thinking skills
• Storytelling – able to pull a storyline from data, not just report numbers.
• Flexible & adaptable to changing needs
• Strong presentation skills – comfortable presenting and explaining ideas to others in both formal and informal settings.
• Able to adjust to the needs and preferences of the audience.
• Able to summarize key takeaways with implications for the business for executive level consumption.
• Curious and collaborative nature
• Excellent written and oral communication skills

Minimum Qualifications

• 1+ years of experience
• High school Diploma or GED 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.

In accordance with the Americans with Disabilities Act, if afterreview of the position expectations, you believe that you may need a medical accommodation to fulfill the duties of this role, please email [e-mail] with details of your accommodationrequest.

Base Pay Range

$55,000.00 - $95,000.00

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.