Busey
Overview
Audience & Market Insights Analyst at Busey. The Analyst is responsible for supporting the management and growth of Busey’s associate and customer experience programs. The role provides day-to-day support by preparing and cleaning data, ensuring the accuracy of reporting, and developing strong working relationships with associates across all levels of the bank. The Analyst helps train and reinforce the connection of experience outcomes to Busey’s focus on service excellence and identifies actionable improvement opportunities using associate and customer experience insights. Responsibilities
Manage the distribution of Busey’s associate and customer surveys on a regular basis Create new surveys within the Qualtrics platform when requested by executive, business segment and regional leaders Develop formal reporting on a quarterly cadence by analyzing and summarizing feedback from associates and customers across the bank footprint Document program updates and changes for necessary Compliance and Risk requirements Assist the creation of new data files used in the survey process within the data warehouse Facilitate the education and training of associates through effective communication and training channels Ensure the Qualtrics platform is functioning as intended by managing survey structure, dashboard maintenance, ticketing processes, user administration, API connections, etc. Collaborate with business segment partners across the bank to uncover new feedback opportunities Support larger bank efforts, such as M&A, through informed associate and customer insights reporting and drive experience improvements Keep up to date with industry best practices and strategy involving associate and customer experience management Identify new feedback channels for customer and associate feedback Manage new opportunities for connected insights through system API connections, including Salesforce Support existing complaint management program and future enhancements with new CRM/core platforms Assist with team projects and objectives including ROI modeling, customer churn, and customer acquisition cost Inform comprehensive journey mapping with line of business partners by leveraging experience insights throughout associate and customer relationships Lead customer contact data quality review, ensuring that accurate communication data and preferences are captured and shared across systems Education & Experience
Knowledge Of
— Experience management best practices for both associate experience and customer experience strategy Data and insights reporting processes Banking industry customer communication regulations and standards Journey mapping best practices for both associate and customer experience Ability To
— Work independently with minimal supervision Strong written and verbal communication skills Strong technical capabilities for efficient use of bank core, experience platforms and data reporting systems Self-starter motivated to acquire new skills and produce unique analytical insights Effectively listen to others and collaborate with a wide array of bank leaders and partners Education & Training
— Bachelor’s degree in business administration, marketing, communications, psychology or related field required 2-3 years of financial institution experience in communications, marketing, operations, or HR strongly preferred Experience with Qualtrics for associate and customer experience strongly preferred Experience with IBM Cognos for data report creation strongly preferred Experience with Salesforce CRM systems strongly preferred Experience with PowerBI, Smartsheet or similar data visualization tools preferred Experience with API connections for shared platform insights preferred Benefits And Compensation
Salary offered is based on factors, including but not limited to, the job duties, required qualifications and relevant experience, and local market trends. The role may be eligible for bonus or incentives based on company and individual performance. (Base Pay Range: $26.00 - $35.00/hour) Busey provides a competitive Total Rewards package including benefits such as 401(k) match, profit sharing, employee stock purchase plan, paid time off, medical, dental, vision, life insurance and disability coverage, wellness incentives, and an employee assistance program. Eligible associates may have access to pre-tax health savings accounts and flexible spending accounts. Equality & Compliance
Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey’s Equal Opportunity Employment. Unsolicited Resumes
Busey Bank does not accept liability for fees for resumes from recruiters or employment agencies without a binding, written recruitment agreement. Busey may consider candidates submitted by agencies with an Agreement in place. Agencies without an Agreement are asked not to contact Busey associates with recruiting inquiries or resumes.
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Audience & Market Insights Analyst at Busey. The Analyst is responsible for supporting the management and growth of Busey’s associate and customer experience programs. The role provides day-to-day support by preparing and cleaning data, ensuring the accuracy of reporting, and developing strong working relationships with associates across all levels of the bank. The Analyst helps train and reinforce the connection of experience outcomes to Busey’s focus on service excellence and identifies actionable improvement opportunities using associate and customer experience insights. Responsibilities
Manage the distribution of Busey’s associate and customer surveys on a regular basis Create new surveys within the Qualtrics platform when requested by executive, business segment and regional leaders Develop formal reporting on a quarterly cadence by analyzing and summarizing feedback from associates and customers across the bank footprint Document program updates and changes for necessary Compliance and Risk requirements Assist the creation of new data files used in the survey process within the data warehouse Facilitate the education and training of associates through effective communication and training channels Ensure the Qualtrics platform is functioning as intended by managing survey structure, dashboard maintenance, ticketing processes, user administration, API connections, etc. Collaborate with business segment partners across the bank to uncover new feedback opportunities Support larger bank efforts, such as M&A, through informed associate and customer insights reporting and drive experience improvements Keep up to date with industry best practices and strategy involving associate and customer experience management Identify new feedback channels for customer and associate feedback Manage new opportunities for connected insights through system API connections, including Salesforce Support existing complaint management program and future enhancements with new CRM/core platforms Assist with team projects and objectives including ROI modeling, customer churn, and customer acquisition cost Inform comprehensive journey mapping with line of business partners by leveraging experience insights throughout associate and customer relationships Lead customer contact data quality review, ensuring that accurate communication data and preferences are captured and shared across systems Education & Experience
Knowledge Of
— Experience management best practices for both associate experience and customer experience strategy Data and insights reporting processes Banking industry customer communication regulations and standards Journey mapping best practices for both associate and customer experience Ability To
— Work independently with minimal supervision Strong written and verbal communication skills Strong technical capabilities for efficient use of bank core, experience platforms and data reporting systems Self-starter motivated to acquire new skills and produce unique analytical insights Effectively listen to others and collaborate with a wide array of bank leaders and partners Education & Training
— Bachelor’s degree in business administration, marketing, communications, psychology or related field required 2-3 years of financial institution experience in communications, marketing, operations, or HR strongly preferred Experience with Qualtrics for associate and customer experience strongly preferred Experience with IBM Cognos for data report creation strongly preferred Experience with Salesforce CRM systems strongly preferred Experience with PowerBI, Smartsheet or similar data visualization tools preferred Experience with API connections for shared platform insights preferred Benefits And Compensation
Salary offered is based on factors, including but not limited to, the job duties, required qualifications and relevant experience, and local market trends. The role may be eligible for bonus or incentives based on company and individual performance. (Base Pay Range: $26.00 - $35.00/hour) Busey provides a competitive Total Rewards package including benefits such as 401(k) match, profit sharing, employee stock purchase plan, paid time off, medical, dental, vision, life insurance and disability coverage, wellness incentives, and an employee assistance program. Eligible associates may have access to pre-tax health savings accounts and flexible spending accounts. Equality & Compliance
Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey’s Equal Opportunity Employment. Unsolicited Resumes
Busey Bank does not accept liability for fees for resumes from recruiters or employment agencies without a binding, written recruitment agreement. Busey may consider candidates submitted by agencies with an Agreement in place. Agencies without an Agreement are asked not to contact Busey associates with recruiting inquiries or resumes.
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