Voice of Customer Analyst — Insights that Drive Growth

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 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.