Customer Experience Advocate Analyst

Flagstar Bank • Troy, SC

2d • $50,828 - $82,012 • Onsite

About The Position

The Customer Experience Advocate Analyst works on Flagstar’s Customer Experience team, which gathers feedback from current, former, and prospective customers—primarily through Voice of the Customer sources and surveys—to identify issues, gaps, and opportunities. The team analyzes and distributes feedback through dashboards and reports and uses customer data and sentiment to support improvements to policies, procedures, and practices, increase customer loyalty and satisfaction, and inform revenue opportunities. It also helps identify reputational risks and service capacity and level optimizations.

The Analyst collects and analyzes customer feedback, prepares recurring and ad hoc reporting, identifies trends and risks, and supports complaint mitigation and customer experience improvement initiatives. The role coordinates cross-departmental meetings, tracks initiative progress and action items, supports the bank’s Enterprise Complaint Management program, and follows applicable regulatory and compliance requirements. The position is located in Troy, Michigan.

Requirements

• High school diploma or equivalent (GED, HiSET, TASC, or foreign equivalent).
• At least 2 years of client service and/or contact center experience.
• At least 2 years of business writing, reporting, and data analytics experience.
• Strong verbal and written communication skills, including the ability to explain complex analysis to varied audiences.
• Strong analytical skills and ability to identify patterns, trends, and root causes.
• Accountability, follow-through, and demonstrated ability to meet deadlines and achieve measurable business results.
• Ability to balance multiple priorities while maintaining accuracy and attention to detail.
• Conflict resolution skills and ability to remain professional under pressure.
• Positive, solutions-oriented approach when interacting with leaders and peers.
• Collaborative mindset and ability to partner across teams and functions.
• Flexibility to adapt to new tools, processes, and changing business needs.
• Commitment to accuracy, compliance, and ethical decision-making.
• Ability to build effective stakeholder relationships through clear communication, proactive collaboration, and cross-functional insights, aligning relationship-building with enterprise goals.
• Ability to build trusted internal or external client relationships by identifying needs and delivering tailored solutions.
• Ability to support a positive work culture and productive work environment.
• Ability to perform the stated physical demands, including standing, sitting, walking, driving, and infrequent lifting.

Nice To Haves

• Undergraduate degree in Business Administration or a related field.
• Experience in financial services, banking, or client advocacy roles.
• Strong working knowledge of CRM tools such as Microsoft Dynamics or Salesforce and data visualization platforms such as Tableau or Power BI.
• Proficiency in Microsoft Office Suite.
• Familiarity with audit, compliance, or regulatory reporting requirements.

Responsibilities

• Gather and analyze client feedback from call centers, bank branches, the Office of the President, and third-party vendors.
• Prepare and distribute recurring and ad hoc dashboards, reports, and written summaries highlighting client 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, such as system outages and product launches, to provide context for client feedback and complaint volume.
• Complete ad hoc data analysis to support business decisions.
• Plan, coordinate, and facilitate monthly cross-departmental complaint mitigation meetings.
• Track and follow up on action items and experience improvement initiatives, escalating matters to leaders or business partners as needed.
• Use client data and trends to recommend policy, procedure, or process updates that improve client satisfaction and loyalty.
• Monitor and report progress on customer experience initiatives and highlight successes in reports, audits, and organizational updates.
• Adhere to assigned work schedules, including required meetings and events.
• Maintain flexibility to support business needs, including occasional evenings, weekends, and holidays.
• Support the Enterprise Complaint Management program by training and educating teammates on complaint expectations, keeping complaint-handling tools and resources updated and comprehensive, and documenting findings or issues for escalation or resolution.
• Perform special projects and additional duties as required.
• Follow applicable regulatory and compliance policies and standards, complete required compliance training, and maintain compliance with applicable federal, state, and local laws and regulations.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Comprehensive leave program
• Variable incentives, bonuses, commissions, or other awards may be included in total compensation, as outlined in the offer of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED