Customer Experience Advocate Analyst

Position Title

Customer Experience Advocate Analyst

 

Location

Troy, MI 48098

 

Job Summary

Our 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.

 

Job Responsibilities:

We 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. Please click the following link for detailed information: Benefits | Flagstar Bank

Pay Range

$50,828.25 - $82,012.00