Audience & Market Insights Analyst

OverviewPosition Summary — The Audience & Market Insights Analyst supports the management and growth of Busey’s associate and customer experience programs. The Analyst provides day-to-day support by preparing and cleaning data, ensuring reporting accuracy, and building strong working relationships with associates at all levels of the bank. The role helps train and reinforce the connection between experience outcomes and Busey’s service-excellence focus, and identifies actionable improvement opportunities throughout the bank using associate and customer experience insights.ResponsibilitiesManage the distribution of Busey’s 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 associates 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 ROI modeling, customer churn, and customer acquisition cost analysisInform comprehensive journey mapping with line of business partners by leveraging experience insights throughout associate and customer relationshipsLead customer contact data quality review, ensuring accurate communication data and preferences are captured and shared across systemsEducation & ExperienceKnowledge OfExperience 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 experienceAbilitiesWork 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 & TrainingBachelor’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/hourBusey provides a competitive Total Rewards package in return for your time, talents, efforts and results. Your personal and professional well-being is 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. Eligible associates may also have access to pre-tax health savings accounts and flexible spending accounts. Visit Busey 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 diverse team working together supports Busey’s commitment to 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 liability for fees for resumes from recruiters or employment agencies without a binding, written recruitment agreement. Busey may consider candidates submitted by an Agency and reserves the right to hire those candidates without financial obligation to the Agency unless an Agreement is in place. Agencies without an Agreement are requested not to contact Busey associates with recruiting inquiries or resumes. #J-18808-Ljbffr

Created: 2025-09-21