Senior VoC Analyst: Customer Insights & Journey Mapping

Berkshire Hathaway Homestate Companies; Omaha (NE); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Wellness program

Onsite fitness center

Educational reimbursement

Employer 401k match

Downtown parking

Job summary

Berkshire Hathaway Homestate Insurance Company in Omaha, NE seeks a Senior Customer Experience Analyst - Voice of the Customer to design, manage, and enhance enterprise VoC programs that translate customer feedback into actionable business insights. This role partners across the organization to align customer feedback with strategic objectives, processes, digital experiences, and operations.

The analyst will leverage research, journey mapping, and satisfaction metrics to identify opportunities

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years in customer experience, VoC, or related analytics.
• Experience designing and reporting on customer feedback programs.
• Ability to translate findings into actionable business recommendations.

Responsibilities

• Design, manage, and enhance Voice of the Customer programs across the enterprise.
• Develop quantitative and qualitative research to understand customer experiences.
• Collect and integrate data from surveys, analytics, and feedback channels.
• Analyze insights and translate into clear, actionable recommendations.
• Develop reports, dashboards, and presentations for stakeholders.
• Create and maintain customer journey maps and personas.
• Collaborate with cross-functional teams to align CX initiatives.
• Educate partners on VoC methodologies and best practices.
• Assist with vendor evaluation and platform optimization.

Skills

Voice of the Customer

Data analysis

Dashboards

NPS CSAT CES

Stakeholder communication

Education

Bachelor's degree in Business Administration / Marketing / Customer Experience / HCI / Data Analytics / Statistics

Job description

Berkshire Hathaway Homestate Insurance Company in Omaha, NE seeks a Senior Customer Experience Analyst - Voice of the Customer to design, manage, and enhance enterprise VoC programs that translate customer feedback into actionable business insights. This role partners across the organization to align customer feedback with strategic objectives, processes, digital experiences, and operations.

The analyst will leverage research, journey mapping, and satisfaction metrics to identify opportunities