Senior Customer Experience Analyst - Voice of the Customer

Company: BHHIC Berkshire Hathaway Homestate Insurance Company As a member of the Berkshire Hathaway group of insurance companies, we offer outstanding opportunities for professionals interested in working with a successful company. We offer unparalleled financial strength, stability and “large company” benefits, in addition to an exciting, friendly, “small company” atmosphere. Senior Customer Experience Analyst - Voice of the Customer 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,