Audience & Market Insights Analyst

Position SummaryThe 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 & ResponsibilitiesManage the distribution of Busey’s robust associate and customer surveys on a regular basisCreate new surveys within the Qualtrics platform when requested by executive, business segment and regional leadersDevelop formal reporting on a quarterly cadence by analyzing and summarizing feedback from associate and customers across the bank footprintDocument program updates and changes for necessary Compliance and Risk requirementsAssist the creation of new data files used in the survey process within our data warehouseFacilitate the education and training of associates through effective communication and training channelsEnsure 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 opportunitiesSupport larger bank efforts, such as M&A, through informed associate and customer insights reporting and drive experience improvementsKeep up to date with industry best practices and strategy involving associate and customer experience managementIdentify new feedback channels for customer and associate feedbackManage new opportunities for connected insights through system API connections, including SalesforceSupport existing complaint management program and future enhancements with new CRM/core platformsAssist with team projects and objectives including, but not limited to, ROI modeling, customer churn, customer acquisition cost, form comprehensive journey mapping with line of business partners by leveraging experience insights throughout associate and customer relationshipsLead customer contact data quality review, ensuring that accurate communication data and preferences are captured and shared across systemsEducation & ExperienceKnowledge of:Experience management best practices for both associate experience and customer experience strategyData and insights reporting processesBanking industry customer communication regulations and standardsJourney mapping best practices for both associate and customer experienceAbility to:Work independently with minimal supervisionStrong written and verbal communication skillsStrong technical capabilities for efficient use of bank core, experience platforms and data reporting systemsSelf-starter motivated to acquire new skills and produce unique analytical insightsEffectively listen to others and collaborate with a wide array of bank leaders and partnersEducation & Training:Bachelor’s degree in business administration, marketing, communications, psychology or a related field of study is required2-3 years of financial institution experience in the areas of communications, marketing, operations, or HR is strongly preferredExperience with Qualtrics for associate and customer experience is strongly preferredExperience with IBM Cognos for data report creation is strongly preferredExperience with Salesforce CRM systems is strongly preferredExperience with PowerBI, Smartsheet or similar data visualization tools is preferredExperience with API connections for shared platform insights is preferredBenefits and CompensationSalary 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. Visit Total Rewards for more information.Equal OpportunityBusey 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. Visit /Careers to learn more about Busey’s Equal Opportunity Employment.Unsolicited ResumesBusey Bank, and its subsidiaries, does not accept any liability for fees for resumes from recruiters or employment agencies (“Agency”), without a binding, written recruitment agreement between Busey and Agency describing the services and specific job openings (“Agreement”). Busey may consider any candidate for whom an Agency has submitted an unsolicited resume and explicitly reserves the right to hire those candidate(s) without any financial obligation to the Agency, unless an Agreement is in place. Any email or verbal contact with any Busey associate is inadequate to create a binding agreement. Agencies without an Agreement are requested not to contact any associates of Busey with recruiting inquiries or resumes. Busey respectfully requests no phone calls or emails. #J-18808-Ljbffr

Created: 2025-09-17