Customer Experience Insights Analyst

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

Job summary

Flagstar Bank is seeking a Customer Experience Advocate Analyst in Troy, MI to drive customer feedback analysis and reporting. You will collect input from call centers, branches, and vendors, and translate it into dashboards, summaries, and actionable insights.

You will prepare recurring and ad hoc reports, highlight trends and potential risks, and support policy improvements to enhance client satisfaction and loyalty. The role requires strong writing, analytics, and cross-team collaboration.

Qualifications

• Bachelor's degree in business or related field.
• 2+ years of client service and reporting experience.
• Experience with CRM and data visualization tools.

Responsibilities

• Gather and analyze client feedback from multiple sources and summarize insights.
• Create recurring and ad hoc dashboards and written summaries for stakeholders.
• Identify trends, risks, and opportunities, communicating findings in real time.
• Support audits and compliance reporting related to client feedback.
• Coordinate cross-departmental complaint mitigation meetings and track action items.

Skills

Strong communication

Analytical thinking

Project coordination

Cross-functional collaboration

Education

Bachelor's degree in Business Administration or related field

Tools

Microsoft Dynamics

Salesforce

Tableau

Power BI

Excel

Job description

Flagstar Bank is seeking a Customer Experience Advocate Analyst in Troy, MI to drive customer feedback analysis and reporting. You will collect input from call centers, branches, and vendors, and translate it into dashboards, summaries, and actionable insights.

You will prepare recurring and ad hoc reports, highlight trends and potential risks, and support policy improvements to enhance client satisfaction and loyalty. The role requires strong writing, analytics, and cross-team collaboration.