CX Insights & Experience Advocate

Flagstar Bank; Jacksonville (NC); On-site; USD 51,000 - 82,000; Full time

Job summary

Flagstar Bank seeks a Customer Experience Advocate Analyst to collect and analyze client feedback, produce dashboards, and drive improvements across banking channels. You will identify trends, support audits, and coordinate cross-department mitigation sessions to enhance customer loyalty and satisfaction.

Qualified candidates bring 2+ years in client service and data analytics, plus experience with CRM tools like Dynamics or Salesforce and BI platforms such as Tableau or Power BI.

Qualifications

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

Responsibilities

• Collect, analyze, and report feedback from clients across channels.
• Prepare dashboards and written summaries highlighting insights.
• Identify trends, risks, and opportunities; communicate findings to stakeholders.
• Support audit requests related to complaints.
• Track events to provide context for feedback and volume.
• Perform ad hoc data analysis to support decisions.
• Coordinate monthly cross-departmental complaint mitigation meetings.
• Follow up on actions and initiatives to improve experience.
• Recommend policy/process updates to improve satisfaction and loyalty.

Skills

Customer service

Data analysis

Business writing

Communication skills

Cross-functional collaboration

Education

Bachelor's degree in business or related field

Tools

CRM tools (Microsoft Dynamics, Salesforce)

Tableau

Power BI

Job description

Flagstar Bank seeks a Customer Experience Advocate Analyst to collect and analyze client feedback, produce dashboards, and drive improvements across banking channels. You will identify trends, support audits, and coordinate cross-department mitigation sessions to enhance customer loyalty and satisfaction.

Qualified candidates bring 2+ years in client service and data analytics, plus experience with CRM tools like Dynamics or Salesforce and BI platforms such as Tableau or Power BI.