Ally Business Analyst-- Customer Care and Experience in Charlotte, North Carolina

Position Description

Key activities for the role include but are not limited to: The Business Analyst is responsible for gathering and documenting business requirements, analytics requirements, and process documentation to define digital and customer care enhancements, gleaned from voice of customer research and survey data, analysis from customer care and digital data, and customer care agents

The Business Analyst is responsible for assisting with the development of business cases documenting economic impact of enhancements. This individual will work closely with the digital teams to collaboratively define enhancements and solutions that will drive digital adoption and enhance the customer and customer care agent experiences.

Job Responsibilities

The Business Analyst's responsibilities will include, but not be limited to:

  • Work with business teams across Deposits, Invest, Auto, Mortgage, and Insurance teams to define requirements for both digital and customer care

  • Facilitate routine to drive prioritization for changes and enhancements

  • Work with business, digital and technical teams to plan, design, develop and deploy new capabilities

  • Work with Analytics to develop reporting for enhancements implemented and related business results

  • Use VOA and VOC to identify improvement opportunities and then facilitate process mapping, process improvement changes, and measurement and control plans

  • Develop keep knowledge of Digital and Customer Care agent capabilities and functionality to inform the solutioning process


The ideal candidate will have the following professional experience and skills:

  • Bachelor's Degree or higher

  • 5- 7 years related experience in project management and/or process improvement

  • Demonstrate excellent interpersonal and communication skills (personal, written and presentation) and work cross-functionally with business and IT staff - influential communication and active listening skills

  • Organized, detail oriented and thorough

  • Process mapping experience a plus

  • Solid PowerPoint / presentation skills required

  • Strategic thinker

  • Independent and self-motivated

  • Flexible/dependable

  • IT experience, a plus

  • Financial Services industry experience, a plus

Ally Overview

Ally Financial Inc. (NYSE: ALLY) is a leading digital financial services company and a top 25 U.S. financial holding company offering financial products for consumers, businesses, automotive dealers and corporate clients. Ally's legacy dates back to 1919, and the company was redesigned in 2009 with a distinctive brand, innovative approach and relentless focus on its customers. Ally has an award-winning online bank (member FDIC), one of the largest full-service auto finance operations in the country, a complementary auto-focused insurance business, a growing digital wealth management and online brokerage platform, and a trusted corporate finance business offering capital for equity sponsors and middle-market companies.

Business Unit/Enterprise Function

Ally Bank is a direct bank in the U.S. that offers a straightforward approach to banking with no minimum deposit required to open an account, no monthly maintenance fees and 24/7 live customer care. A subsidiary of Ally Financial Inc. and member FDIC, the bank offers online savings, interest checking, money market accounts, certificates, and IRA Plans and products. Ally Bank has been named "Best Online Bank" for five of the past seven years by MONEY® Magazine.

Total Rewards

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Plus, we have a flexible paid-time-off program including time off for volunteer opportunities. Ally's Total Rewards Program is designed to enrich your life at work -- and outside of it and includes:

  • Industry-leading 401K retirement savings plan with matching and company contributions

  • Wellness program encouraging healthy living with financial rewards

  • Flexible health insurance options including dental and vision

  • Pre-tax Health Savings Account with generous employer contributions

  • Pre-tax commuter benefits

  • Other work-life integration benefits including parental and caregiver leave, adoption assistance, backup child and adult/elder day care program, child care discounts, tuition reimbursement, LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs

Ally is an Equal Opportunity Employer

We extend equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's 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.

Job Title: Business Analyst-- Customer Care and Experience

Company: Ally Financial Inc.

Category: Customer Care

BU Function: Ally Bank

Requisition ID: 19-5294