{"id":3640765,"url":"https://alion.io/job/flagstar-bank-customer-experience-advocate-analyst","title":"Customer Experience Advocate Analyst","company":{"id":20347,"name":"Flagstar Bank","domain":"flagstar.com","url":"https://alion.io/company/flagstar-bank","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Analytics","role_family":"Analytics","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Troy, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":50828,"max":82012,"currency":"USD","period":"year","gross":null,"usd_annual":82012},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true},{"name":"Power BI","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-11-02T21:38:07Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-04T06:30:14Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Position Title\nCustomer Experience Advocate AnalystLocation\nTroy, MI 48098 Job Summary\nOur Customer Experience (CE) team is a central point of consumer (i.e., current, former, and prospective customer) feedback, obtained primarily through Voice of the Customer (VOC) and surveys, allowing us to identify and act on issues, gap, and/or opportunities, mitigate issues, and continually improve policies, procedures, and practices to increase customer loyalty, revenue, and satisfaction. The CE team collects and analyzes feedback, compiles and distributes deliverables via dashboards and reports. CE facilitates or participates in project and initiative discussions and other mitigation (i.e., experience improvement) forums, using data and sentiment to drive change in our organization. Having oversight and giving insight into potential reputational risks, capacity and service level optimizations, and strengthening consumer relationships and loyalty, CE is the voice of the customer. Broadcasting and advocating change for the betterment of consumers and the bank is what this team is all about.The CE team is comprised of Customer Experience Insight & Reporting Analysts and Sr. Customer Experience Insight & Reporting Analysts. An Analyst is an experience extraordinaire, creative, passionate, influential and inspiring their peers and colleagues, and performs their duties and responsibilities efficiently and effectively.\nJob Responsibilities:\nJOBRESPONSIBILITIES\nCollecting, Analyzing and Reporting Feedback\nGather and analyzeclientfeedback from call centers, bank branches, the Office of the President, and third-party vendors.\n\nPrepare and distribute recurring and ad hoc dashboards, reports, and written summaries that highlight keyclientinsights.\n\nIdentifytrends, service recovery needs, and potential compliance risks, and communicate findings to stakeholders in near real-time.\n\nSupport internal and external audit requests related to complaints.\n\nTrack planned and unplanned events (e.g., system outages, product launches) to provide context forclientfeedback and complaint volume.\n\nComplete ad hoc data analysis to support business decisions.\n\nComplaintMitigation &Experience Improvements\nPlan, coordinate, andfacilitatemonthly cross-departmental complaint mitigation meetings.\n\nTrack and follow up on action items and experience improvement initiatives, escalating to leaders or business partners as needed.\n\nLeverage client data and trends to recommend updates to policies, procedures, or processesto improveclientsatisfaction and loyalty.\n\nMonitor and report progress on customer experience initiatives and highlight successes in reports, audits, and organizational updates.\n\nADDITIONALACCOUNTABILITIES\nAdhere to assigned work schedules, including all required meetings and events.\n\nMaintain flexibility to support business needs, including occasional evenings, weekends, and holidays.\n\nSupport the bank’s Enterprise Complaint Management (ECM) program and program success by training and educating teammates on complaint expectations, ensuring complaint handling tools and resources are updated, intuitive, and comprehensive; documenting key finding or issues for escalation or resolution.\n\nPerform special projects,additionalduties and responsibilities asrequired.\n\nConsistently adheresto regulatory and compliance policies and standards linked to the job as listedand complete required compliancetrainings.Accountable tomaintaincompliance with applicable federal,stateand local laws and regulations.\n\nJOB REQUIREMENTS\nRequired Qualifications:\nEducation levelrequired:High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.\n\nMinimum experiencerequired:2+ Yearsof client service and/or contact center experience.\n\nMinimum experiencerequired:2+ Yearsof business writing, reporting and data analytics experience.\n\nPreferred Qualifications:\nUndergraduate Degree (4 years or equivalent)Business Administration or related field.\n\nExperience in financial services,bankingor client advocacy roles.\n\nStrong working knowledge of CRM tools (e.g.Microsoft Dynamics,Salesforce) anddata visualization platforms (e.g.Tableau,PowerBI).\n\nProficiencyin Microsoft Office Suite.\n\nFamiliarity with audit,complianceor regulatory reporting requirements.\n\nJob Competencies:\nStrong verbal and written communication skills, with the ability to explain complex analysis to varied audience.\n\nStrong analytical skills with the ability toidentifypatterns, trends, and root causes.\n\nStrong accountability,follow-throughand proven success in meeting deadlines and achieving measurable business results.\n\nAbility to balance multiple priorities whilemaintainingaccuracy and attention to detail.\n\nConflict resolution skills with the ability tomaintainprofessionalism under pressure.\n\nPositive, solutions-oriented attitude in interactions with leaders and peers.\n\nCollaborative mindset, able to partner effectively across teams and functions.\n\nFlexibility to adapt to new tools, processes, and evolving business needs.\n\nCommitment to accuracy, compliance, and ethical decision-making.\n\nDemonstrates a strong ability to build andmaintaineffective relationships with stakeholders by communicating clearly,engaging in proactive collaboration, andleveragingcross functionalinsights.Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.\n\nBuildstrusted client relationships, whether internal or external, byidentifyingneeds and delivering tailored solutions to enhance the overall client experience.\n\nFosters orsupportsa positive work culture and productive work environment, displayingimportanceof effective relationships with customers and stakeholders.\n\nPhysical demands (ADA):The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting.\n\nFlagstar is an Equal Opportunity Employer - Vets/Disabled\nWe are committed to providing clear and accurate compensation information in accordance with applicable laws. Actual starting base pay will be determined based on location, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, commissions, or other awards as outlined in the offer of employment. Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. 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