Audience & Market Insights Analyst

Job description

Overview

Position Summary The Audience & Market Insights Analyst supports the management and growth of Buseys 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 Buseys service-excellence focus, and identifies actionable improvement opportunities throughout the bank using associate and customer experience insights.

Responsibilities

• Manage the distribution of Buseys 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 associates 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 ROI modeling, customer churn, and customer acquisition cost analysis
• 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 accurate communication data and preferences are captured and shared across systems

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

Abilities

• 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

• Bachelors 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

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 results.

Your personal and professional well-being is important to us.

Buseys 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 Opportunity

Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent.

A diverse team working together supports Buseys commitment to delivering service excellence.

Busey is an Equal Opportunity Employer including Disability/Vets.

Visit Busey.com/Careers to learn more about Buseys Equal Opportunity Employment.

Unsolicited Resumes

Busey 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.

Required Skill Profession

Business Operations Specialists