Senior VoC Insights & Experience Analyst

Berkshire Hathaway Homestate Insurance; Omaha (NE); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Wellness program

Educational reimbursement

Onsite fitness center

Job summary

Berkshire Hathaway Homestate Insurance Company (BHHIC) in Omaha, Nebraska, seeks a Senior Customer Experience Analyst – Voice of the Customer. This role designs, manages, and advances enterprise VoC programs, translating customer feedback into strategic insights to drive customer-centric improvements.

The analyst partners across the organization to align customer feedback with strategic objectives, processes, and digital experiences, reporting on trends and outcomes to leadership.

Qualifications

• Bachelor’s degree required or equivalent work experience.
• Five+ years in customer experience, VoC, customer research, market analytics, or related field.
• Experience designing, managing, and reporting on customer feedback programs and research initiatives.
• Experience translating findings into actionable business recommendations.

Responsibilities

• Design, manage, and enhance Voice of the Customer programs using surveys and feedback channels.
• Conduct quantitative and qualitative customer research to uncover insights.
• Collect and integrate data from multiple sources ensuring quality and consistency.
• Analyze feedback, metrics, and data to identify trends and opportunities for improvement.
• Develop dashboards, reports, and presentations communicating insights to leadership.
• Partner with stakeholders to maintain customer journey maps and personas.
• Collaborate across functions to align VoC initiatives with business priorities.
• Educate partners on VoC methodologies and best practices.
• Support evaluation and optimization of VoC technologies and vendors.

Skills

Data analysis

Dashboards

Stakeholder communication

Project management

Education

Bachelor’s degree in Business Administration, Marketing, Customer Experience, HCI, Data Analytics, Statistics; or equivalent

Job description

Berkshire Hathaway Homestate Insurance Company (BHHIC) in Omaha, Nebraska, seeks a Senior Customer Experience Analyst – Voice of the Customer. This role designs, manages, and advances enterprise VoC programs, translating customer feedback into strategic insights to drive customer-centric improvements.

The analyst partners across the organization to align customer feedback with strategic objectives, processes, and digital experiences, reporting on trends and outcomes to leadership.