Communications and Customer Engagement Analyst

Position Summary

The Communications and Customer Engagement Analyst assists the Communications team and Busey in supporting our communication and customer engagement efforts. The Analyst supports the development, implementation and reporting of internal and external personalized communication strategies, customer engagement analysis and reporting and analysis of customer feedback and insights.

Duties & Responsibilities

Collaborate with the team to support the following goals: drive traffic, grow audience engagement, support organic growth and deepen loyalty.

• Research, identify, design, and implement audience creation, performance analysis, and reporting for successful digital communication timelines and plans on a variety of topics to support corporate, bank, wealth management, and subsidiary initiatives
• Support Communications and Customer Engagement channel administration
• Support 360 experience design
• Support persona development and application
• Contribute to website, blog, social media and other digital channel content as needed
• Collaborate with internal partners to support Communications and Customer Engagement program

Contribute to team’s mindset of continual improvement.

• Research and make recommendations for audience and channel best practices within digital communications
• Research and recommend best practices for tailoring messages and delivery channels based on targeted audience
• Conduct industry and internal research to improve feedback and sentiment program maturity

Analyze Data

• Analyze customer insights, demographic information and behavioral data to support robust understanding of customer base
• Support collection, analysis and reporting of audience engagement through email, website, and customer channels
• Support collection, analysis and reporting of customer feedback through surveys, social media, online reviews, complaints and other customer channels

Education & Experience

Knowledge of:

• Omnichannel communications and experience design metrics, strategies, methodologies, best practices and reporting
• Exceptional written and verbal communication skills, specifically in a business context
• Exceptional organizational skills with ability to adapt quickly to changing priorities while keeping projects on timeline.
• Software/Platform knowledge such as: Excel, Cognos, Power BI, Access, Smartsheet and Qualtrics, Hubspot, Segmint, Salesforce, Q2, Google Analytics, nCino and/or Jack Henry

Ability to:

• Leverage data to better understand, serve and engage Busey’s customer base, target prospects and increase market share
• Maintain a keen eye for detail, and commitment to operational excellence
• Manage multiple ongoing projects in a fast-paced environment with complete autonomy
• Champion efforts across Busey and build partnerships to enhance efforts
• Translate complex data insights into clear, understandable messaging for a variety of audiences

Education and Training

• Bachelor’s degree required; focus in Analytics, Customer Experience, Human-Centered Design, Marketing, Communications, or related field is preferred.
• Requires 2+ years of experience in a related field, preferably in a financial services environment.

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: $54,000 – $72,000 /year)

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 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 team with diverse talent, working together, i