Senior Director Mobile and Online Platforms

General information

# 22507

Remote? No

At this time, Ally will not sponsor a new applicant for employment authorization for this position. In office role - Ally work locations are:
Charlotte NC, Detroit MI, Dresher PA, or Lewisville TX

The Senior Director of Mobile & Online Banking Platforms is responsible for defining and delivering the bank’s digital channel strategy across mobile and web. This leader owns the end-to-end customer experience, ensuring seamless, secure, and intuitive interactions that drive engagement, retention, and growth.

This role sits at the intersection of product, technology, operations, and risk - leading cross-functional teams to modernize digital capabilities, accelerate innovation, and position digital channels as the primary interface for customer relationships. The Senior Director will also own the customer communication strategy across digital channels, including alerts, push notifications, and in-app messaging - ensuring timely, relevant, and personalized interactions that drive engagement and proactive servicing.

A key focus of the role is expanding self-service capabilities and improving digital containment, enabling customers to resolve issues quickly within mobile and online platforms. This includes reducing call center volume, increasing first-contact resolution through digital channels, and delivering clear, actionable communications that anticipate customer needs and minimize friction. The Senior Director will play a critical role in shaping the bank’s digital roadmap, leveraging data-driven insights, emerging technologies, and strategic partnerships to deliver best-in-class experiences.

• Define and execute a comprehensive strategy for mobile and online banking aligned to enterprise goals
• Establish digital channels as a primary driver of customer acquisition, engagement, and deepening
• Identify emerging trends, technologies, and partnerships to enhance competitive positioning

• Own the end-to-end digital customer journey across onboarding, authentication, servicing, and money movement
• Drive continuous improvement in usability, speed, and personalization across platforms
• Champion a customer-first mindset, with a focus on intuitive design and frictionless experiences

• Partner with Technology to deliver scalable, resilient, and high-performing platforms
• Oversee roadmap execution, release management, and platform stability (uptime, latency, performance)
• Lead modernization efforts including API enablement, cloud adoption, and platform simplification

• Define and manage KPIs (DAU/MAU, conversion, retention, feature adoption)
• Leverage analytics, experimentation, and personalization to drive digital engagement
• Optimize digital channels to reduce cost-to-serve and increase self-service adoption

• Oversee digital experiences for payments and money movement (transfers, bill pay, P2P, card controls)
• Ensure alignment with evolving customer expectations for speed, transparency, and control

• Partner with Risk, Fraud, and Compliance to embed secure, compliant experiences (authentication, Reg E, data privacy)
• Balance risk mitigation with a seamless customer experience

• Define and execute a digital-first customer communication strategy across alerts, notifications, and in-app messaging
• Expand self-service capabilities (chat, dispute management, FAQs, guided flows) to improve resolution speed
• Drive digital containment and reduce call center volume through proactive, clear, and contextual customer communications

• Lead and develop high-performing product and digital teams
• Influence senior stakeholders across Product, Technology, Operations, Marketing, and Risk
• Establish strong governance, prioritization, and funding models for digital initiatives

• 12+ years of relevant experience or equivalent combination of education and experience
• High School Diploma of GED equivalent

• 10+ years of…