We are a team of Usability & Customer Experience Researchers and Journey Designers who work on Ally's digital and end-to-end experiences.
* The #1 advocate for the user/customer * A seasoned researcher and facilitator * Curious and an active listener -- you're good at asking the right questions * Self-directed, flexible, adaptable * Resourceful * Analytical, but creative/innovative * A collaborative team player * A problem solver and proactive thinker * Comfortable managing shifting priorities
You will be responsible for:
Conducting CX research and usability testing in support of new agile squads focused on emerging technologies and the next generation of Ally's digital vision, including Chatbot, AI, Call Center/Chat, and Personalization.
* Usability Testing on digital web and mobile designs and applications that our UX and Agile Scrum teams create. * We use a variety of methodologies: * 1:1 in person in our on-site usability lab * remote testing over WebEx * online using third party testing tools/platforms including UserTesting.com * on the street with consumers * Here's an example: We recently performed a usability test of a redesigned version of our banking customer dashboard. We talked to 10 customers/prospects (both in our in-house lab and over WebEx). We listened to them think out loud as they went through a series of tasks. Then we documented the findings, their success rates, questions, behaviors and emotions, and collaborated with the UX team on iterations. Our team uses this type of study several times a month across various products and projects. * Here's another example: We recently tested our mobile enrollment experience for new auto financing customers on UserTesting.com. We collected verbal and written responses to capture users' motivations, behaviors, thoughts, and impressions throughout the mobile flow. Then we created video clips and documented patterns in the findings to help inform the UX team's iterations and add stories to the Agile backlog. * Ethnography and In-Depth Qualitative Interviews to inform lots of teams across the company (Product, Digital, Customer Care, Marketing, Technology) * Here's an example: We recently went to where our Invest customers do their stock & option trading -- in their homes, offices, cars -- and talked to people about how they use Ally and other trading platforms * Discovery, Ideation & Journey Mapping of our customers' end-to-end experiences. We gather information from as many sources as we can find: customers, stakeholders, data/analytics, and market research. We map the journey based on personas, add in customer emotions and back office processes & systems, and recommend opportunities teams can take action on. * Here's an example: We recently mapped the current auto financing experience, and then built a better future-state journey based on customer wants and needs. The team is now using it to shape their roadmap.
* Bachelors (Masters preferred) in Communications, Business, Human Factors Engineering, Usability/Research, Psychology, Cognitive Science, Human Computer Science, Professional Writing or other related disciplines * 5 years of research experience (qualitative - ethnography, in-depth interviews, focus groups) or related experience
Ideally, you have experience in some or all of this:
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
The Digital Transformation group has the responsibility to plan, design, curate and evaluate Ally's vast ecosystem of digital experiences. With a shared commitment to simplifying complex financial solutions, we represent a collaboration of user experience experts, digital product specialists and industry thought leaders.
Total Rewards Information
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.