Customer Experience Insights Analyst

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

Job summary

Flagstar Bank in Troy, MI is seeking a Customer Experience Advocate Analyst to analyze feedback from call centers, branches, and customers, and to produce dashboards and summaries that drive improvements in satisfaction and loyalty.

The role emphasizes strong communication, data analytics, and collaboration across teams, with duties ranging from ad hoc analyses to coordinating improvement initiatives.

Qualifications

• High School level or equivalent education.
• 2+ years of client service and/or contact center experience.
• 2+ years of business writing, reporting and data analytics experience.

Responsibilities

• Gather and analyze client feedback from call centers, branches, the Office of the President, and third-party vendors.
• Prepare and distribute recurring and ad hoc dashboards, reports, and summaries that highlight key insights.
• Identify trends, service recovery needs, and potential compliance risks, and communicate findings to stakeholders in near real-time.
• Support internal and external audit requests related to complaints.
• Track planned and unplanned events to provide context for feedback and complaint volume.
• Complete ad hoc data analysis to support business decisions.

Skills

Communication

Analytical thinking

Deadline orientation

Multitasking

Education

High School Diploma or GED

Undergraduate Degree in Business Administration or related field

Tools

Tableau

PowerBI

Microsoft Dynamics

Salesforce

Job description

Flagstar Bank in Troy, MI is seeking a Customer Experience Advocate Analyst to analyze feedback from call centers, branches, and customers, and to produce dashboards and summaries that drive improvements in satisfaction and loyalty.

The role emphasizes strong communication, data analytics, and collaboration across teams, with duties ranging from ad hoc analyses to coordinating improvement initiatives.