Research Manager - Voice of Customer

General information

Career area Marketing Work Location(s) 601 S. Tryon Street, NC Remote? No Ref # 20587 Posted Date 08-22-25 Working time Full time

Ally and Your Career

Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?
Work 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 Opportunity

The Research Manager, Voice of Customer works with the broader Research & Consumer Insights team to own and manage voice of customer (VOC) research initiatives at Ally.  This role includes working proactively with internal stakeholders to connect them to feedback provided by our customers to inform business strategy and improve the Ally customer experience.
Ally work location is Charlotte NC 
At this time, Ally will not sponsor a new applicant for employment authorization for this position.

The Work Itself

• Own and manage existing VOC research efforts, including relationship, journey, and interaction surveys, across products and channels
• Understand drivers of satisfaction and inform prioritization efforts based on impact to overall customer satisfaction
• Use data and commentary to identify areas where additional customer research is needed to deep dive into identified pain points
• Generate actionable insights with minimal supervision and guidance and regularly present to internal stakeholders to keep them informed on state of CX
• Partner with enterprise analytics and data teams to combine perception metrics, behavioral data, and business metrics to understand holistic view of customer journeys on business performance/outcomes
• Maintain and own relationships with marketing and digital partners, to ensure consistent execution of internal survey tools
• Own and maintain text categorization model for theming, identification, and routing of customer commentary
• Maintain plan for potential customer complaints to ensure the right internal teams are able to address in a timely manner
• Educate internal stakeholders on VOC ecosystem and available data, and provide training for self-service dashboards and tools
• Provide recommendations for new