Analyst - Adv Business Analytics - Consumer Banking CX

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?

Work Schedule: Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

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

Skills

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 influence 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)

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. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:

• Time Away: Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level).
• 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 pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.
• Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, 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 assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.
• Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
• Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.
• To view more detailed information about Ally’s Total Rewards, please visit this link:

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.

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 : $65000 - $115000 USD

An individual's position in the range is determined by the specific role, 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.

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