CX Journey Manager

Employer
Ally Bank
Location
Charlotte, North Carolina
Posted
Jun 21, 2021
Closes
Jun 25, 2021
Ref
2258984267
Position Type
Dean / Department Head
Hours
Full Time
Organization Type
Business
This role on the Customer Experience (CX) Usability team collaborates with cross-functional teams across all Ally LOBs to drive better customer experiences.

Job Responsibilities

You are:

The #1 advocate for the user/customer
Comfortable with qualitative and quantitative research
Curious, active listener -- good at asking the right questions
Self-directed, self-motivated, flexible, adaptable
Resourceful
Analytical AND creative
A collaborative team player, but able to work at times on your own
A problem solver and proactive thinker
Motivated and skilled to evangelize your work
Invested in your work
Happiest when you are driving change and making a difference

Your challenge:

Uncover and document real-world current state end to end digital experience with the intent to drive improvement
Identify existing quantitative or qualitative research to review, analyze and leverage as you build knowledge of current state experience from the customer perspective
Identify gaps in understanding and define new research needed to round out understanding of current state experience and customer needs
Partner with qualitative research or data analytics to gather additional research needed
Determine where and why there is deviation from the intended happy path for the experience
Create the most compelling and appropriate visual representation of the current state digital end to end experience for use by product, service and design teams
Uncover opportunity for continuous, systematic improvement of the digital end-to-end experience by also understanding the broader cross channel journey
Package your analysis in a compelling presentation of the end to end omni channel customer experience, highlighting opportunities to improve the customer experience and better meet business objectives
Influence business decision makers and designers at all levels as appropriate in order to drive improvements to address current state issues
Guide future state digital design
Building on current state analysis, provide product and design teams with insights and data to leverage in co-creation of future state
Lead product and design teams in ideation sessions to build future experiences
Journey success metrics
During research phase, you will identify measurements and KPIs various groups use today related to the journey
Suggest a comprehensive journey success metrics scorecard, pulling together metrics from different touchpoints that combined show an end to end journey story, adding metrics that indicate customer satisfaction and success
Contribute to overall CX research practice and team
Work with UX and CX sister-research team to build knowledge across projects, LOBs, departments
Encourage UX and CX sister-research team toward broader, end-to-end, journey thinking within project work
Foster collaboration, transparency, and innovation across Ally
Evangelize customer centricity throughout the organization
Help maximize efficiency by surfacing repeatable processes and frameworks
Facilitate open communication and transparency between various departments at every level of the business, influence and champion CX efforts, nurture partnerships across the organization
When projects uncover systemic challenges, raise this and suggest ways to address
Organize and lead collaborative design thinking approaches to problem solving as appropriate
Influence digital strategy

Qualifications

Experience leading a small team or practice
Experience uncovering content for and then creating customer journey maps, experience mapping, or process mapping
Experience collecting and analyzing data to identify insights supporting digital or experience design
Experience with cross channel experience (contact center and digital)
Familiarity with the interplay of qualitative and quantitative findings
Using data analysis and metrics to drive decisions
Structuring and facilitating ideation, design thinking workshops
Strong communication, collaboration and influencing skills
5+ years in customer experience and research or UX

Preferred:

Knowledgeable of the financial services industry (automotive/dealer, brokerage, traditional banking, mortgage) is preferred but not required
Digital focused User Experience research and design
Data visualization or design background
Knowledge of how to leverage Power BI or similar dashboards for behavioral data
1-3 years managing direct reports or similar experience managing a working team, project or program and mentoring
Bachelors (Masters preferred) in UX Design, Human Computer Interaction, Human Factors, Business, Operations Research, Marketing, Communications, Behavioral and Social Science fields more broadly including social and cultural anthropology, cultural geography, micro-economics, social psychology, cognitive science, and sociology)