Customer Experience Advocate & Data Insights Analyst

Flagstar Bank; South Carolina; On-site; USD 51,000 - 82,000; Full time

Benefits offered by this job

Benefits package

Competitive pay range

Job summary

Flagstar Bank is seeking a Customer Experience Advocate Analyst to join the CE team in Troy, MI. This role focuses on collecting and analyzing client feedback from call centers, branches, and partners, then delivering dashboards and summaries to help improve customer loyalty and satisfaction.

You will collaborate across departments to drive experience enhancements and ensure compliance in communications. The position emphasizes data-driven decision making, cross-functional coordination, and

Qualifications

• 2+ years of client service and/or contact center experience.
• 2+ years of business writing, reporting and data analytics experience.
• Experience with CRM tools and data visualization platforms preferred.

Responsibilities

• Collect, analyze and report feedback from clients across channels.
• Prepare and distribute dashboards, reports and summaries highlighting insights.
• Identify trends, service recovery needs and potential compliance risks, communicating findings to stakeholders.
• Support internal and external audit requests related to complaints.
• Track events to provide context for feedback and complaint volume.

Skills

Strong communication

Analytical skills

Time management

Education

High School diploma or equivalent

Bachelor's degree in Business Administration or related field

Tools

Microsoft Dynamics

Salesforce

Tableau

Power BI

Job description

Flagstar Bank is seeking a Customer Experience Advocate Analyst to join the CE team in Troy, MI. This role focuses on collecting and analyzing client feedback from call centers, branches, and partners, then delivering dashboards and summaries to help improve customer loyalty and satisfaction.

You will collaborate across departments to drive experience enhancements and ensure compliance in communications. The position emphasizes data-driven decision making, cross-functional coordination, and