Audience & Market Insights Analyst

Position Summary

The Audience & Market Insights Analyst is responsible for supporting the management and growth of Buseys 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 Buseys 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 distribution of associate and customer surveys regularly
• Create new surveys in Qualtrics as requested
• Develop quarterly reports analyzing feedback
• Document program changes for Compliance and Risk
• Create new data files in data warehouse for surveys
• Facilitate associate training through communication channels
• Ensure Qualtrics platform functionality and administration
• Collaborate with business segments to uncover new feedback opportunities
• Support efforts like M&A using experience insights
• Stay current on best practices in experience management
• Identify new feedback channels for associates and customers
• Manage connected insights via API integrations including Salesforce
• Support complaint management program and platform enhancements
• Assist in projects like ROI modeling, customer churn, acquisition cost
• Leverage insights for comprehensive journey mapping with business partners
• Lead customer contact data quality reviews ensuring accuracy

Education & Experience

Knowledge of experience management best practices, data reporting, banking communication regulations, and journey mapping. Ability to work independently with strong communication and technical skills. Requires Bachelor's degree in related fields and 2-3 years financial institution experience in communications, marketing, operations or HR. Preferred experience with Qualtrics, IBM Cognos, Salesforce CRM, PowerBI, Smartsheet, and API connections.

Benefits and Compensation

Competitive total rewards package including 401(k) match, profit sharing, stock purchase plan, paid time off, medical/dental/vision, life insurance, disability insurance, wellness incentives, employee assistance program, and flexible spending accounts.

Base Pay Range: $26.00 - $35.00/hour