Analyst, Voice of Customer
About The Position
The Analyst, Voice of Customer works with Ally’s broader Consumer Research team to support voice of customer (VOC) research initiatives. The role analyzes quantitative and qualitative customer data and provides research support to inform business strategy and improve the Ally customer experience. The position supports ongoing VOC research across products and channels, including relationship, journey, and interaction surveys. It provides analyses and reporting, conducts ad hoc research, develops research-based presentations, maintains questionnaires and survey tools, creates dashboards for business partners, and supports third-party research partners.
Requirements
- At least 1 year of experience.
- High school diploma or GED equivalent.
- Bachelor’s degree in marketing, business, social sciences, or a related field.
- At least 1 year of market research experience in a business-to-consumer setting.
- Experience designing and analyzing qualitative and quantitative research, including questionnaire or discussion guide design, data analysis, and report design or creation.
- Strong analytical and critical thinking skills.
- Ability to derive a storyline from data rather than simply report numbers.
- Flexibility and adaptability to changing needs.
- Strong presentation skills and comfort presenting and explaining ideas in formal and informal settings.
- Ability to adapt communication to audience needs and preferences.
- Ability to summarize key takeaways and business implications for executive-level audiences.
- Curious and collaborative nature.
- Excellent written and oral communication skills.
Nice To Haves
- Financial services experience.
- Familiarity with the Qualtrics XM platform.
Responsibilities
- Support existing VOC research efforts, including data collected through relationship, journey, and interaction surveys across products and channels.
- Provide high-level VOC trends, analysis, and summaries for monthly and quarterly reporting.
- Conduct ad hoc research analyses in response to internal stakeholder requests.
- Develop research-based insights presentations with moderate supervision and guidance.
- Program and maintain questionnaires for ongoing VOC efforts.
- Monitor survey volumes regularly to ensure internal survey tools are functioning properly.
- Create and maintain reporting dashboards that allow business partners to self-serve VOC data.
- Support relationships with third-party research partners to help ensure quality execution of ongoing research and data capture.
Benefits
- Paid time off, starting at 20 days, 11 paid holidays, and 8 hours of annual volunteer time off.
- 401(k) retirement savings plan with matching and company contributions.
- Student loan paydowns and 529 educational savings assistance programs.
- Tuition reimbursement.
- Employee stock purchase plan.
- Financial learning center and access to financial coaches.
- Flexible medical, dental, and vision insurance options.
- Life insurance for employees, spouses, and children.
- Short- and long-term disability insurance.
- Health Savings Account with employer contributions and Healthcare Flexible Spending Account.
- Critical illness, accident, and hospital indemnity insurance.
- Total well-being program supporting physical, social, emotional, and financial well-being.
- Adoption, surrogacy, and fertility assistance.
- Paid parental and caregiver leave.
- Dependent Day Care Flexible Spending Account, backup child and adult or elder care days, and childcare discounts.
- Employee Assistance Program.
- Subsidized and discounted Weight Watchers program and other employee discount programs.
- Potential travel allowances, relocation assistance, signing bonus, and/or equity, depending on the role.
- Annual incentive plan eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
