Audience & Market Insights Analyst Job at Busey Bank in Naperville

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 of the experience programs by preparing and cleaning data, ensuring the accuracy of reporting and developing strong working relationships with associates across all levels of the bank. This person will help train and reinforce the connection of experience outcomes to Busey's focus on service excellence. The Analyst will help identify and drive actionable improvement opportunities throughout the bank using associate and customer experience insights.

Duties & Responsibilities

• Manage the distribution of Busey's robust 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 associate 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, but not limited to, 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 :

Ability to :

Education & Training :

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 in return for your time, talents, efforts and ultimately, results. Your personal and professional well-being-now and in the years to come-are important to us. Busey's Total Rewards include a competitive benefits package offering 401(k) match, profit sharing, employee stock purchase plan, paid time off, medical, dental, vision, company-paid life insurance and long-term disability, supplemental voluntary life insurance, short-term and long-term disability, wellness incentives and an employee assistance program. In addition, eligible associates may take advantage of pre-tax health savings accounts and flexible spending accounts.

Equal Opportunity

Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey's commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability / Vets.

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