Busey
Audience & Market Insights Analyst at Busey
Position Summary The Audience & Market Insights Analyst is responsible for supporting the management and growth of Busey’s associate and customer experience programs. The Analyst will provide day‑to‑day support by preparing and cleaning data, ensuring accurate reporting and developing strong working relationships across all levels of the bank. The Analyst will help train and reinforce the connection of experience outcomes to Busey’s focus on service excellence and identify actionable improvement opportunities using associate and customer insights.
Duties & Responsibilities
Manage the distribution of Busey’s robust associate and customer surveys on a regular basis
Create new surveys within Qualtrics 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 our 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, customer acquisition cost, etc.
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 associate and customer experience strategy
Data and insights reporting processes
Banking industry customer communication regulations and standards
Journey mapping best practices for 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 & Compensation Salary based on factors including job duties, required qualifications and relevant experience, and local market trends. The role may be eligible for bonus or incentives. Base Pay Range: $26.00 – $35.00/hour. Busey offers a competitive Total Rewards package with 401(k) match, profit sharing, employee stock purchase plan, paid time off, medical, dental, vision, company‑paid life insurance, long‑term disability, supplemental voluntary life insurance, short‑term and long‑term disability, wellness incentives, employee assistance program, and pre‑tax health savings and flexible spending accounts.
Equal Opportunity 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.
Unsolicited Resumes Busey and its subsidiaries do not accept any liability for fees for resumes from recruiters or employment agencies (“Agency”) unless a binding written recruitment agreement exists. Any unsolicited resume is considered only if an agreement is in place. No phone calls or emails from agencies without an agreement are accepted.
Seniority Level Entry level
Employment Type Full‑time
Job Function Research, Analyst, Information Technology – Industry: Banking
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Position Summary The Audience & Market Insights Analyst is responsible for supporting the management and growth of Busey’s associate and customer experience programs. The Analyst will provide day‑to‑day support by preparing and cleaning data, ensuring accurate reporting and developing strong working relationships across all levels of the bank. The Analyst will help train and reinforce the connection of experience outcomes to Busey’s focus on service excellence and identify actionable improvement opportunities using associate and customer insights.
Duties & Responsibilities
Manage the distribution of Busey’s robust associate and customer surveys on a regular basis
Create new surveys within Qualtrics 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 our 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, customer acquisition cost, etc.
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 associate and customer experience strategy
Data and insights reporting processes
Banking industry customer communication regulations and standards
Journey mapping best practices for 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 & Compensation Salary based on factors including job duties, required qualifications and relevant experience, and local market trends. The role may be eligible for bonus or incentives. Base Pay Range: $26.00 – $35.00/hour. Busey offers a competitive Total Rewards package with 401(k) match, profit sharing, employee stock purchase plan, paid time off, medical, dental, vision, company‑paid life insurance, long‑term disability, supplemental voluntary life insurance, short‑term and long‑term disability, wellness incentives, employee assistance program, and pre‑tax health savings and flexible spending accounts.
Equal Opportunity 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.
Unsolicited Resumes Busey and its subsidiaries do not accept any liability for fees for resumes from recruiters or employment agencies (“Agency”) unless a binding written recruitment agreement exists. Any unsolicited resume is considered only if an agreement is in place. No phone calls or emails from agencies without an agreement are accepted.
Seniority Level Entry level
Employment Type Full‑time
Job Function Research, Analyst, Information Technology – Industry: Banking
#J-18808-Ljbffr