Director - Customer Journey & Ops Insights

General information

Ref # 21994

Remote? Yes

Ally and Your Career

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

At Ally, we're relentless about doing the right thing and delivering results that matter. In this newly created role as Director of the Customer Journey & Operational Insights team within Operational Excellence in Customer Care and Operations (CCO), you will have direct responsibility for building and developing a high-performing team focused on identifying the most important customer journeys and operational problems to solve. This team sits at the front end of the Operational Excellence model, ensuring the organization has clear opportunities to improve customer experience, reduce operational risk, and will drive business outcomes.

This role is ideal for a strategic leader who can combine customer-centric thinking, analytical rigor, and operational knowledge while partnering with LOBs to maintain a strong, continuously refreshed pipeline of improvement work.

The Work Itself

• Lead the Customer Journey & Operational Insights function, including direct management and development of team members.
• Set the vision, priorities, and operating model for how the organization identifies operational problems and improvement opportunities.
• Drive end-to-end customer journey mapping across channels, systems, and operational processes.
• Ensure the team identifies failure points, friction, and root causes that impact customer experience, operational performance, risk, or cost.
• Require clear, structured problem statements with quantified impact before work moves forward for optimization or prioritization.
• Ensure validated opportunities are handed off to the Process Optimization team with defined scope, expected outcomes, and success measures.
• Build and maintain a strong pipeline of continuous improvement opportunities aligned to enterprise and CCO priorities.
• Partner with Operational Performance & Oversight to ensure performance data, trends, and value realization inform opportunity identification.
• Create a culture of strong analytical discipline, customer-focused thinking, and accountability for identifying high-impact work.

The Skills You Bring

Minimum Qualifications

• Bachelor's degree required; MBA preferred.
• Lean Six Sigma certification required (Green Belt; Black Belt preferred).
• 3+ years of people management experience with demonstrated ability to lead leaders and develop high-performing teams.
• 5+ years of experience in operational excellence, analytics partnership, customer journey mapping, or continuous improvement within complex environments.
• 5+ years of experience within financial services or similarly regulated industries.
• Strong leadership skills with the ability to set direction, build teams, and establish disciplined operating routines.
• Demonstrated experience leading teams responsible for operational insights, journey mapping across channels, and continuous improvement pipelines.
• Strong analytical and strategic thinking skills, with the ability to translate complex data into clear problem statements and priorities.
• Proven ability to influence and align senior leaders across matrixed organizations without direct authority.

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 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

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 [email protected]. 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: 125000

Experienced: 157500

Expert: 190000

Incentive Compensation: This position is eligible to participate in our annual incentive plan