Senior Customer Experience Analyst - Voice of the Customer

About the role

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.

What will you do?

• Voice of the Customer Program Management: 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.
• Customer Research: 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.
• Data Collection and Integration: 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.
• Insight Development and Analysis: 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.
• Reporting and Measurement: Develop and maintain customer experience reports, dashboards, and presentations that communicate customer insights, customer satisfaction trends, and program performance to business stakeholders and leadership.
• Customer Journey Mapping: 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.
• Cross-Functional Collaboration: 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.
• Training and Enablement: Educate and support business partners on Voice of the Customer methodologies, customer journey mapping practices, customer feedback programs, and customer experience best practices.
• Vendor and Platform Support: Assist with the evaluation, selection, implementation, and optimization of customer experience and Voice of the Customer technologies and vendor solutions.

What are we looking for?

• 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.

Required Knowledge

• 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

Preferred Knowledge

• 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

Required Skills and Abilities

• 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

Additional information

We want you to be involved! We offer Employee Resource Groups for volunteering, connecting with others, social gatherings, and professional development. We also regularly seek employees input through companywide surveys.

We care about your health and wellbeing! Our Wellness program is integrated into the Company culture with an online wellness portal that offers a year-round, one-stop-shop to manage and track all areas of health, our Omaha office boasts a complimentary state-of-the-art onsite fitness center, and a robust wellness program.

Benefits, Perks and more! We offer 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, a 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, an Employee Assistance program and much more!