Analyst, Voice of Customer

Ally Financial is a customer-centric, leading digital financial services company focused on "Doing it Right" for consumer, commercial, and corporate customers. The Analyst, Voice of Customer supports VOC research initiatives within the Consumer Research team, analyzing quantitative and qualitative customer data to inform business strategy and improve the customer experience.

Schedule

Ally designates roles as fully on-site, hybrid, or fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Specific work requirements will be discussed during the hiring process and are subject to change based on leader discretion and business need.

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 ongoing 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

Qualifications

• 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 a plus
• Experience designing and analyzing a range of qualitative and quantitative research, including questionnaire/discussion guide design, data analysis, and report design/creation
• Familiarity with Qualtrics XM platform preferred
• Strong analytical and critical thinking skills
• Storytelling ability — able to pull a storyline from data, not just report numbers
• Flexible and adaptable to changing needs
• Strong presentation skills — comfortable presenting and explaining ideas in formal and informal settings, adjusting to audience needs and preferences
• Able to summarize key takeaways with business implications for executive-level consumption
• Curious and collaborative nature
• Excellent written and oral communication skills
• Minimum: 1+ years of experience and high school diploma or GED equivalent

Benefits

Ally's Total Rewards program includes industry-leading compensation and benefits designed to meet your needs and those of your family:

• Time Away: 20 paid time off days (prorated based on start date) plus 11 paid holidays and 8 hours of volunteer time off yearly (varies by full/part-time status and management level)
• Planning for the Future: 401(k) retirement savings plan with matching and company contributions, student loan paydowns, 529 educational savings assistance, tuition reimbursement, employee stock purchase plan, financial learning center and financial coach access
• Health & Well-being: Flexible medical, dental, and vision options; employee, spouse, and child life insurance; short- and long-term disability; pre-tax Health Savings Account with employer contributions; Healthcare FSA; critical illness, accident, and hospital indemnity insurance; total well-being program for physical, social, emotional, and financial health
• Building a Family: Adoption, surrogacy, and fertility assistance; paid parental and caregiver leave; Dependent Day Care FSA; back-up child and adult/elder care days; childcare discounts
• Work-Life Integration: Mentally Fit Employee Assistance Program, subsidized/discounted Weight Watchers® program, and other employee discount programs
• Other Compensation: Depending on role, may include travel allowances, relocation assistance, signing bonus, and/or equity

Detailed benefits information: Ally Total Rewards Snapshot

Pay

Base pay range: $55,000.00 – $95,000.00. An individual's position in the range is determined by the specific role, scope and responsibilities, work experience, education, certifications, training, and additional qualifications. Ally reviews internal pay, competitive market, and business environment prior to extending an offer.

This position is eligible to participate in Ally's annual incentive plan (bonuses based on achieving personal and company goals).