Director, Digital Platforms & Customer Experience

1611 Ally Bank; Charlotte (NC); Hybrid; USD 125,000 - 190,000; Full time

Benefits offered by this job

Bonuses

401K retirement savings with matching

Employee stock purchase plan

Job summary

Ally Financial in Charlotte, NC seeks an experienced Director of Digital Platforms to lead strategy and governance for shared digital capabilities across mobile and online banking experiences.

You will own platform health, release governance, and reusable services while partnering with UX, analytics, risk, and business teams to drive roadmaps and investments. Responsible for stability, observability, and customer experience quality.

Qualifications

• 7+ years of experience defining competitive markets requirements and opportunities, and provide ongoing support that ensures the competitiveness of existing products preferred.
• 7+ years of relevant experience as a Product Owner.
• Experience developing and executing plans, initiatives and communications related to specific products.
• Experience supporting large-scale mobile and web platforms serving millions of digital interactions.
• Experience with application health monitoring, observability, incident management, service reliability, and operational performance reporting.
• Knowledge of mobile app store ecosystems, release governance, and customer-facing release communications.
• Experience managing shared platform capabilities such as APIs, SDKs, design systems, authentication services, or other reusable enterprise capabilities.
• Familiarity with digital banking, financial services, fintech, or other highly regulated industries.
• Experience leading platform modernization, technical debt reduction, and digital transformation initiatives.
• Experience establishing KPI frameworks and governance processes for platform performance, stability, customer experience, and delivery excellence.
• 9+ years of relevant experience or equivalent combination of education and experience
• High school Diploma or GED equivalent

Responsibilities

• Responsible for ensuring an optimal online and/or customer experience for customers, while meeting business partner objectives.
• Enhance business performance of product by gathering, documenting, and providing business requirements, system requirement specification reviews, analytics requirements, and user acceptance testing for projects and releases that impact digital properties.
• Leads a small team of product owners responsible for improving existing processes, and championing new processes, to ensure the delivery of industry leading capabilities - quickly and with high quality - to Ally customers.
• Planning, budgeting, implementing, and managing costs for the product space.
• In addition, the Director is in charge of business as usual processes and identifying improvements.
• This role will work closely with UX, technology and LOB partners.
• Understand and measure product performance.
• Understand the Voice of the Customer and champion the customer experience.
• The role may manage vendor relationships including negotiations and 3rd party supplier management policies.

Skills

Product Owner

Platform governance

Stakeholder management

Digital platforms

Observability

Release governance

APIs/SDKs

Education

Bachelor degree in business, marketing, information systems, or a related field

Tools

APIs

SDK lifecycle management

Design systems

Authentication services

Job description

Ally Financial in Charlotte, NC seeks an experienced Director of Digital Platforms to lead strategy and governance for shared digital capabilities across mobile and online banking experiences.

You will own platform health, release governance, and reusable services while partnering with UX, analytics, risk, and business teams to drive roadmaps and investments. Responsible for stability, observability, and customer experience quality.