Manager - Customer Journey and Ops Insights

General information Ref # 22022 Remote? Yes Ally and Your Career Ally Financial only succeeds when its people do - and thatu2019s more than some clichu00e9 people put on job postings. We live 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. Youu2019re constantly evolving, so shouldnu2019t your opportunities be, too? The Opportunity At Ally, weu2019re relentless about doing the right thing and delivering results that matter. In this newly created role on the Customer Journey & Ops Insights team within Operational Excellence in Customer Care and Operations (CCO), youu2019ll play a critical role in improving customer and operational outcomes by connecting end-to-end journey insights to data-driven decision-making. Youu2019ll partner across the CCO organization to identify friction points, uncover root causes, and translate insights into actionable opportunities that inform strategy, process optimization, and execution priorities.This role is ideal for someone who thrives at the intersection of customer experience, operations, and analyticsu2014and who brings structure, clarity, and influence to complex, cross-functional work. The Work Itself Lead end-to-end customer journey analysis across key CCO experiences, integrating operational, customer, and performance data. Lead in identification of root causes of customer or operational friction and summarize findings into actionable insights. Develop clear, actionable insights that inform strategic priorities, process optimization efforts, and execution roadmaps. Partner across Operational Excellence to ensure insights are translated into action. Define and track journey-level metrics, leading and lagging indicators, and experience outcomes. Support prioritization by sizing opportunity impact and highlighting trade-offs across customer, cost, and risk. Lead deep-dive analysis on priority journeys, products, or operational areas to better understand drivers of performance, risk, or customer experience. Create compelling, executive-ready storytelling through journey maps, insights decks, and data-driven narratives. Ensure journey insights remain current by continuously incorporating new data, changes, and outcomes. The Skills You Bring Minimum Qualifications 7+ years of relevant experience or equivalent combination of education and experience High School Diploma or GED equivalentPreferred Qualifications Lean or Six Sigma certification or experience preferred.. Bacheloru2019s degree Preferred. Strong analytical and critical thinking skills, with the ability to synthesize quantitative and qualitative data into clear insights. Experience mapping and analyzing end-to-end customer journeys in complex, cross-functional environments and translating insights into actionable recommendations. Proven ability to partner effectively across operations, analytics, product, technology, and strategy teams. Excellent written, verbal, and presentation skills, with the ability to influence without authority and communicate with senior leaders. 3+ yearsu2019 experience within financial services or similarly regulated environments, with an understanding of operational and customer experience considerations. Proficiency with Microsoft Office and process visualization tools (e.g., Visio or 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. But Allyu2019s total compensation - or total rewards - extends beyond your paycheck and is designed to support and enrich your personal and professional life, including: Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting. 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 and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs. Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions 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 support as well as parental and caregiver leave, back-up child and adult/elder day care program and childcare discounts. Work-Life Integration: other benefits including LifeMattersu00ae Employee Assistance Program, subsidized and discounted Weight Watchersu00ae program and other employee discount programs.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

Created: 2026-05-02