VoC Insights Lead, Customer Experience Strategy

National Indemnity Company; Omaha (NE); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) match

Medical, Dental, Vision

Educational reimbursement

Onsite fitness center

Parking

Job summary

Berkshire Hathaway Homestate Insurance Company in Omaha, NE is seeking an Senior Customer Experience Analyst to design, manage, and enhance enterprise Voice of the Customer programs that capture, analyze, and translate feedback into actionable insights.

The role partners across the organization to align customer feedback with strategies, business processes, and digital experiences, driving a customer-centric culture. This position is based in Omaha and not eligible for visa sponsorship.

Qualifications

• Bachelor's degree in Business Administration, Marketing, CX, HCI, Data Analytics, Statistics, or related field or equivalent work experience.
• Five or more years of experience in customer experience, VoC, customer research, market research, business analytics, or 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.

Responsibilities

• 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.

Skills

Data analysis

Voice of the Customer

Dashboard reporting

Stakeholder communication

Cross-functional collaboration

Project management

Confidentiality

Mentoring

Education

Bachelor's degree

Tools

Survey platforms

Data visualization tools

Job description

Berkshire Hathaway Homestate Insurance Company in Omaha, NE is seeking an Senior Customer Experience Analyst to design, manage, and enhance enterprise Voice of the Customer programs that capture, analyze, and translate feedback into actionable insights.

The role partners across the organization to align customer feedback with strategies, business processes, and digital experiences, driving a customer-centric culture. This position is based in Omaha and not eligible for visa sponsorship.