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Ally UX Research Manager in Charlotte, North Carolina

Position Description Customer centricity is part of our DNA at Ally. We are currently in search of a CX Strategy and Research Manager who relishes the opportunity to influence experience design projects from inception to delivery and enjoys leading qualitative research studies that ensure successful business outcomes and delight customers. We’re looking for a CX strategist who is looking to collaborate with subject matter experts across Ally and work extensively with customers and your team to find high impact solutions that transform the customer experiences. We want to talk to you if this describes you to a tee: * You excel at pairing highly analytical exercises with highly creative ideas to build omni-channel customer experiences * You are capable of leading research and design activities with limited oversight * You enjoy building, mentoring, and coaching future leaders in your craft * You are a natural at conveying what you are learning in an engaging manner that sparks excitement and drives change that will make the product/experience more successful * You enjoy building and maintaining relationships and working agreements with both internal and external learners * You are the #1 advocate for the user/customer, offering clear insights about the customer needs, behaviors, and product experience * You are a curious, active listener; self-directed, proactive, inventive, and comfortable with fluid workdays Job Responsibilities * Conduct the following types of research for desktop and mobile designs: qualitative formative, evaluative, generative, summative, usability research, one on one interviews, heuristic evaluations, online/in person research, secondary/competitive research, diary or ethnographic research. Ability to optimize research methods and apply the most effective combination for research and design recommendations. * Self-manage all the steps of the research process. Engage with business leaders to understand or uncover upcoming research needs and recommend appropriate approach and methods. Own all steps in the process from defining the goals of the research, defining the screening criteria for participants, writing screeners, writing discussion guides, when applicable - defining certain prototype needs, conducting research, analyzing research, reporting out on research. All steps would include collaborative review with partners * Collaborate with product and UX design partners to provide expertise on design and customer behavior * Understand the design and development road maps across the business and anticipate research needs * Communicate research results or summary points of view at all levels of the organization, tailoring the delivery to suit different audiences * Use both in-person lab-based research settings as well as online tools such as usertesting.com to conduct moderated or un-moderated research studies * Establish, understand, and/or improve other sources of insights, either internally managed by you or available to us from peer groups within Ally, including market research, VOC, happiness and NPS programs, Brand research. Likewise, share your work with those teams and seek opportunities to connect dots * Understand and demonstrate performance data or customer segmentation data * On occasion: Provide inputs and participate in journey mapping related to your product or customer focus area. Provide inputs, assist in planning, assist with facilitation or participate in design thinking workshop, collaborative sessions related to your product or customer focus area Skills * Hands-on experience with user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, field research, international research, and survey design * A strong grasp of quantitative and qualitative data analysis * Experience with competitive evaluation and competitive documentation * Ability to analyze and synthesize multiple sources of complex data to form aggregate insights to enable problem definition and opportunity finding * Excellent communication and storytelling skills that can convey complex concepts in a manner that creates enthusiasm for the proposed future state experiences * Experience building prototypes to convey ideas and test early concepts * Experience conducting usability tests, field studies, survey analysis, and journey map analysis * Experience working in an Agile environment (Agile UX) * Preferred; Experience in financial services, experience organizing and leading design thinking sessions, experience with journey mapping Education/Experience * 7+ year of innovative CX research and strategy experience, 3+ years as a user research practitioner * Degree in Psychology, Human Factors, HCI, Interaction Design or equivalent experience or certification in UX, usability, and user research * Design thinking certification a plus Ally Overview 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. Total Rewards 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: benefits to help you plan for the near and long term including 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 family stay on track physically, socially, emotionally and financially. * Building a Family: adoption, surrogacy and fertility support as well as benefits that help you take care of your family -- parental and caregiver leave, back-up child and adult/elder day care program and child care discounts. * Work-Life Integration: other benefits including LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs. Ally is an Equal Opportunity Employer 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. 2E Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled