Director - Customer Journey & Ops Insights

## Director - Customer Journey & Ops Insights .### General informationCareer areaCustomer CareWork Location(s)12850 W Gran Bay Pkwy, FL, 500 Woodward Avenue, MI, 601 S. Tryon Street, NCYesRef #21994Posted Date Working timeFull time### Ally and Your CareerWork 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 OpportunityAt 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 BackAlly'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(R) 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: 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 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 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**: $ - $ USDAn 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.Share this job:* EmailShare this job:* Email* Customer Care
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