General information
Ref # 21465
Remote? No
Ally and Your Career
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Ally Financial only succeeds when its people do - and that's more than some cliché 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. You're constantly evolving, so shouldn't your opportunities be, too?
The Opportunity
Ally work locations are Detroit MI or Charlotte NC. In office role with hybrid schedule
At this time, Ally will not sponsor a new applicant for employment authorization for this position.
Are you passionate about transforming data into insights that drive impactful business decisions? Reporting to the CX Analytics Manager, this position will collaboratively work with other analysts on the team and stakeholders to produce performance, control, fulfillment reporting and/or additional project-based analyses to support the Complaints team in creating reporting and analyses to aid in managing customer issues for the Consumer Banking servicing teams and matrix partners. In this role, you'll have the opportunity to shape the way Ally leverages data by establishing routine reporting, leading complex analyses, optimizing data processes, and partnering across departments to deliver actionable insights that impact the customer experience. As a member of the CX Analytics team, you will be required to respond quickly to evolving business opportunities and maintain strong stakeholder relationships within all levels of the organization. As such, the ideal candidate must be passionate about delivering results, willing and eager to push boundaries, self-motivated, detail-oriented, and able to sort through substantial amounts of information to pinpoint what is relevant.
The Work Itself
Support a team passionate about delivering insightful reporting and analysis around the customer experience to drive innovation within Ally
Maintenance and creation of business intelligence, continuously monitor and evaluate reporting processes and tools for opportunities to improve efficiency, accuracy, and usability
Leveraging technical skills, contribute to analytic projects in response to stakeholder requests and strategic initiatives
Develop an understanding of business requirements with matrix partners to help translate actionable insights through data analysis
Work within your role to accomplish team objectives and complete initiatives, calling out any risks
Create clear documentation and governance for reports, including the methodologies and models employed
Develop an understanding of all components of CX related data sources (Snowflake, Genesys, Salesforce, Alfa Data Systems, Verint, etc.)
Support coordination with various internal teams to ensure accuracy of data and reporting
Analyze and report actual results and variances to expectations
Utilize available resources (SQL, Power BI, Excel, Posit, etc.) to complete assigned work
Provide data submission support for internal & external audit needs
The Skills You Bring
Minimum Qualifications
1+ year of relevant experience
Bachelor's degree in relevant field of study
Preferred
2+ years of professional experience in an analytics based role
2+ years of experience in SQL coding
1+ years of experience with business intelligence software such as Power BI and Tableau highly preferred
Ability to transform data insights into business solutions and provide strategic recommendations to stakeholders to in?uence decisions with detailed analytical support and accuracy
Experience working on complex initiatives, navigating cross-functional teams and working productively with varying levels of seniority and leadership styles
Python, R, C++, or some other coding language experience
Experience in an analytics role supporting any or all the subjects below, preferred:
Complaint Management
Contact Center Performance
Process Monitoring
Interaction Monitoring
Workforce Management Strategies
Customer Experience
Audit participation
Experience working with cloud-based data sources like Snowflake
Exposure to Salesforce CRM Data management, with an understanding of customer, case, or workflow data
Experience working with large datasets and using tools such as Jupyter Notebooks, Excel, Posit (RStudio), GitLab, for version control, and dbt for data transformation and modeling
Experience with statistical analysis and quantitative techniques like clustering, decision-trees, linear regression, etc (PyTorch, TensorFlow, Scikit-Learn)
LI-Hybrid
How We'll Have Your Back
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Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally's 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 LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® 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 "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.
Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered, if not currently employed by Ally.
We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.
Base Pay Range:
An individual's position in the range is determined by 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.
Emerging: 65000
Experienced: 90000
Expert: 115000
Incentive Compensation: This position is eligible to participate in our annual incentive plan
