Senior Customer Experience Analyst - Voice of the Customer

Location: Omaha, Nebraska, United States; onsite role

Company

Insurance company within the Berkshire Hathaway group, offering financial stability, large-company benefits, and a small-company atmosphere.

What you will do

• Design, implement, and manage enterprise Voice of the Customer programs using surveys, digital intercepts, feedback channels, and customer experience technologies.
• Develop quantitative and qualitative customer research through surveys, interviews, focus groups, and customer testing.
• Collect, integrate, and maintain customer feedback from surveys, digital analytics, contact center interactions, complaints, and customer service channels.
• Analyze feedback, operational metrics, and business data to identify trends, pain points, root causes, and improvement opportunities.
• Create customer experience reports, dashboards, presentations, journey maps, and personas for stakeholders and leadership.
• Partner with business, technology, customer experience, and operations teams; provide training on VoC methodologies and support vendor and platform evaluation.

Requirements

• Bachelor’s degree in business administration, marketing, customer experience, HCI, data analytics, statistics, or a related field, or equivalent 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.
• Knowledge of customer experience principles, journey mapping, persona development, data analysis, reporting, visualization, NPS, CSAT, and CES.
• Ability to analyze large datasets, translate complex findings into recommendations, communicate with stakeholders, manage multiple priorities, and maintain confidentiality.
• Employer visa sponsorship is not available.

Nice to have

• Experience with sentiment analysis, text analytics, customer experience platforms, business intelligence tools, data governance, and data storytelling.
• Knowledge of business operations, process improvement, insurance products, coverages, and industry practices.

Culture & Benefits

• Employee Resource Groups supporting volunteering, professional connections, social gatherings, and development.
• Online wellness portal, wellness program, and an onsite fitness center at the Omaha office.
• Retirement and savings plan with 100% employer match up to 5%.
• Medical, dental, and vision coverage for eligible regular full-time employees and dependents.
• Learning and Development program, upfront educational reimbursement, subsidized downtown parking, parental leave, competitive time off, and Employee Assistance Program.