Customer Experience Insights Analyst

Flagstar; Troy (MI); On-site; USD 51,000 - 82,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Paid time off

Job summary

Flagstar is seeking a Customer Experience Advocate Analyst in Troy, MI to analyze client feedback, produce dashboards and reports, and drive improvements in customer experience and loyalty. You will engage with multiple internal teams, support audits, and monitor events affecting customer sentiment, with an emphasis on data-driven decisions.

Ideal candidates bring 2+ years in client service and data analytics, plus experience with CRM and data-visualization tools to inform policy and practice

Qualifications

• 2+ years of client service or contact center experience.
• 2+ years of business writing, reporting and data analytics experience.

Responsibilities

• Collect and analyze client feedback from calls, branches, and vendors.
• Prepare and distribute dashboards, reports, and summaries highlighting insights.
• Identify trends and risks, communicate findings to stakeholders in real time.
• Support internal and external audit requests related to complaints.
• Monitor events to contextualize feedback and complaint volume.
• Perform ad hoc data analyses to support business decisions.

Skills

CRM tools

Data visualization

Education

Bachelor's degree in Business or related field

Tools

Microsoft Dynamics

Salesforce

Tableau

PowerBI

Job description

Flagstar is seeking a Customer Experience Advocate Analyst in Troy, MI to analyze client feedback, produce dashboards and reports, and drive improvements in customer experience and loyalty. You will engage with multiple internal teams, support audits, and monitor events affecting customer sentiment, with an emphasis on data-driven decisions.

Ideal candidates bring 2+ years in client service and data analytics, plus experience with CRM and data-visualization tools to inform policy and practice