Senior Customer Experience Analyst - Voice of the Customer

Berkshire Hathaway Homestate Insurance•Omaha, NE

2d•Onsite

About The Position

The Senior Customer Experience Analyst - Voice of the Customer (VoC) is responsible for designing, managing, and enhancing enterprise Voice of the Customer programs that capture, analyze, and translate customer feedback into actionable business insights. This role partners across the organization to align customer feedback with strategic objectives, business processes, digital experiences, and operational priorities. The analyst leverages customer research, journey mapping, customer satisfaction metrics, and feedback data to identify opportunities for improvement and help foster a customer-centric culture. This position will be with Berkshire Hathaway Homestate Insurance Company (BHHIC) in Omaha, Nebraska, and is NOT ELIGIBLE for employer visa sponsorship.

Requirements

Bachelor's degree in Business Administration, Marketing, Customer Experience, Human-Computer Interaction (HCI), Data Analytics, Statistics, or related field required, or equivalent work experience.
Five or more years of experience in customer experience, Voice of the Customer, customer research, market research, business analytics, or a related field.
Experience designing, managing, and reporting on customer feedback programs and research initiatives.
Experience analyzing customer feedback and translating findings into actionable business recommendations.
Customer experience and Voice of the Customer principles and practices
Customer journey mapping and persona development
Data analysis, reporting, and visualization techniques
Customer satisfaction metrics such as NPS, CSAT, and CES
Analyze and interpret large data sets from multiple customer feedback sources
Design and manage Voice of the Customer programs and surveys
Develop meaningful reports, dashboards, and presentations
Translate complex data into actionable insights and recommendations
Communicate effectively with stakeholders at all organizational levels
Facilitate discussions, gather requirements, and build cross-functional partnerships
Manage multiple projects and priorities simultaneously
Apply critical thinking and problem-solving skills to business challenges
Work independently with minimal supervision while maintaining high-quality standards
Maintain strict confidentiality of sensitive customer and business information
Train and mentor others on Voice of the Customer methodologies and customer experience practices
Adapt to changing priorities, technologies, and business needs

Nice To Haves

Customer feedback and research methodologies
Survey design, customer insights, and research best practices
Sentiment analysis, text analytics, and customer experience platforms
Business intelligence and reporting tools
Business operations and process improvement methodologies
Data governance and data quality standards
Data storytelling and executive-level communication techniques
Insurance products, coverages, and industry practices

Responsibilities

Design, implement, and manage Voice of the Customer programs utilizing surveys, digital intercepts, customer feedback channels, and emerging technologies.
Maintain customer feedback platforms and insight repositories to ensure reliable, actionable customer intelligence.
Develop and execute quantitative and qualitative research initiatives to understand customer behaviors, perceptions, needs, and experiences.
Utilize surveys, interviews, focus groups, and customer testing methodologies to uncover meaningful insights and improvement opportunities.
Collect, consolidate, and manage customer feedback data from multiple channels, including surveys, digital analytics, contact center interactions, complaints, and customer service feedback.
Ensure data quality, integrity, and consistency across sources.
Analyze customer feedback, operational metrics, and business data to identify trends, pain points, root causes, and opportunities for improvement.
Translate complex findings into clear, actionable recommendations that support business objectives and customer experience enhancements.
Develop and maintain customer experience reports, dashboards, and presentations that communicate customer insights, customer satisfaction trends, and program performance to business stakeholders and leadership.
Partner with stakeholders to develop and maintain customer journey maps and personas.
Identify friction points, opportunities for improvement, and areas where customer and operational data can enhance journey understanding.
Work closely with business leaders, technology teams, customer experience partners, and operational stakeholders to align Voice of the Customer initiatives with organizational priorities and customer-focused strategies.
Educate and support business partners on Voice of the Customer methodologies, customer journey mapping practices, customer feedback programs, and customer experience best practices.
Assist with the evaluation, selection, implementation, and optimization of customer experience and Voice of the Customer technologies and vendor solutions.

Benefits

Employee Resource Groups for volunteering, connecting with others, social gatherings, and professional development.
Companywide surveys to seek employee input.
Wellness program integrated into Company culture with an online wellness portal.
Complimentary state-of-the-art onsite fitness center.
Robust wellness program.
Retirement and savings plan with immediate enrollment with 100% employer match up to 5%.
Medical, Dental and Vision for regular, full-time employees and eligible dependents.
Dedicated Learning & Development program for employees to grow personally and professionally.
100% upfront Educational Reimbursement program.
Subsidized downtown parking.
Competitive time off policies including parental leave.
Employee Assistance program.