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.

EDUCATION & EXPERIENCE

Knowledge of:

• Experience management best practices for both associate experience and customer experience strategy
• Data and insights reporting processes
• Banking industry customer communication regulations and standards
• Journey mapping best practices for both 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 a related field of study is required
• 2-3 years of financial institution experience in the areas of communications, marketing, operations, or HR is strongly preferred
• Experience with Qualtrics for associate and customer experience is strongly preferred
• Experience with IBM Cognos for data report creation is strongly preferred
• Experience with Salesforce CRM systems is strongly preferred
• Experience with PowerBI, Smartsheet or similar data visualization tools is preferred
• Experience with API connections for shared platform insights is preferred

• 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