Audience and Market Insights Specialist

Position Summary

The Audience and Market Insights Specialist plays a vital role in enhancing the experiences of both associates and customers at Busey. This position involves hands-on management of experience programs, focusing on data preparation, meticulous reporting, and collaborative relationship-building across the organization. The Specialist will engage in training initiatives that emphasize the importance of service excellence and leverage insights to drive meaningful improvements throughout the bank.

Duties & Responsibilities

Oversee the regular distribution of Busey's associate and customer surveys.

Design and implement new surveys within the Qualtrics platform, as requested by senior leadership.

Generate comprehensive quarterly reports by analyzing and summarizing associate and customer feedback.

Document program updates to ensure compliance with necessary regulations and risk management standards.

Assist in creating new data files for the survey process within our data warehouse.

Educate and train associates through effective communication channels.

Maintain the functionality of the Qualtrics platform by managing survey structure, dashboards, ticketing processes, and user administration.

Collaborate with business partners to identify additional feedback opportunities.

Support key bank initiatives, including mergers and acquisitions, through insightful reporting.

Stay informed on industry best practices in associate and customer experience management.

Explore new avenues to gather feedback from customers and associates.

Manage opportunities for integrated insights through API connections, including Salesforce.

Enhance the complaint management program alongside future CRM / platform upgrades.

Contribute to team projects involving ROI modeling, customer churn, and acquisition costs.

Facilitate comprehensive journey mapping by leveraging experience insights.

Lead efforts to ensure data quality in customer contact information.

Education & Experience

Knowledge of :

Best practices in experience management for both associates and customers.

Data analysis and reporting processes.

Regulations and standards governing customer communication in the banking industry.

Journey mapping techniques relevant to customer and associate experiences.

Ability to :

Work autonomously with minimal oversight.

Communicate effectively both in writing and verbally.

Utilize banking core systems and data reporting tools efficiently.

Demonstrate initiative in developing new skills and producing unique insights.

Engage collaboratively with a variety of leaders and partners within the bank.

Education & Training :

A Bachelor's degree in business administration, marketing, communications, psychology, or a related field is required.

2-3 years of experience in a financial institution in communications, marketing, operations, or HR is highly desirable.

Familiarity with Qualtrics for experience management is strongly preferred.

Experience with IBM Cognos for report creation is preferred.

Working knowledge of Salesforce CRM systems is highly favorable.

Experience with data visualization tools such as PowerBI or Smartsheet is a plus.

Understanding of API connections for platform integration is advantageous.

Benefits and Compensation

The salary offered will be determined based on several factors, including job duties, qualifications, experience, and market trends. This position may also be eligible for bonuses or incentives based on individual and company performance.

(Base Pay Range : $26.00 - $35.00 / hour)

Busey offers a competitive Total Rewards package, including a 401(k) match, profit sharing, employee stock purchase plan, paid time off, medical benefits, dental and vision insurance, company-paid life insurance, long-term disability coverage, supplemental voluntary life insurance, short-term and long-term disability options, wellness incentives, and an employee assistance program. Eligible employees can take advantage of pre-tax health savings and flexible spending accounts.

Equal Opportunity

Busey values diversity and inclusion and is committed to creating a workplace that reflects a variety of backgrounds and perspectives. We are an Equal Opportunity Employer including Disability / Vets.

Unsolicited Resumes

Busey Bank does not accept responsibility for any fees associated with unsolicited resumes from recruiters or agencies without a written recruitment agreement. Resumes submitted without such an agreement will not incur any financial obligations for Busey. Agencies are advised not to contact Busey associates with recruiting inquiries unless an agreement is in place.