Senior Customer Experience Analyst - Voice of the Customer

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include only sections with real content. The posting includes description of role (What will you do?), What are we looking for? (requirements), Required Knowledge, Preferred Knowledge, Required Skills And Abilities, Benefits etc. Also mention location and visa sponsorship note. Also mention company description at top. We need to preserve all substantive info, not invent. No boilerplate like EEO etc. We need to remove cookie/navigation/legal etc. Not present. We need to decide sections: Could have About the role (company description + role summary). Responsibilities (What will you do?). Requirements (What are we looking for? plus Required Knowledge etc). Qualifications (maybe combine with Requirements). Skills (Required Skills And Abilities). Benefits (Benefits, Perks and more!). Pay and Schedule not present, so omit. We must not repeat job title as heading. So no

Senior Customer Experience Analyst... etc. We need to use

• for any list of duties/requirements/benefits. Use

  for prose. We need to preserve all substantive info, not summarize away detail. So we need to list each bullet as

• . The posting has many bullet-like sentences under each heading. We need to convert them into list items. We need to ensure we don't create sections with filler like "commensurate with experience". Not present. Let's extract content. First paragraph: "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." That's about company. Then role title line: "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." We can combine company description and role summary into About the role section. Then "What will you do?" with subheadings: Voice of the Customer Program Management, Customer Research, Data Collection and Integration, Insight Development and Analysis, Reporting and Measurement, Customer Journey Mapping, Cross-Functional Collaboration, Training and Enablement, Vendor and Platform Support. Each has sentences. We'll treat each as a list item under Responsibilities. Then "What are we looking for?" with bullet list: Bachelor's degree..., Five or more years..., Experience designing..., Experience analyzing... . We'll list those. Then "Required Knowledge" with list of items. Then "Preferred Knowledge" with list. Then "Required Skills And Abilities" with list. Then "We want you to be involved!" with description of employee resource groups etc. Could be part of Benefits? It's more about culture. Could be included in Benefits section or maybe a separate "Culture" but we only have allowed headings; we could put under Benefits as it's about perks. But we also have a separate "Benefits, Perks and more!" section later. So we can combine. Then "We care about your health and wellbeing! ..." plus "Benefits, Perks and more!" with list: retirement and savings plan..., Medical, Dental and Vision..., dedicated Learning & Development program..., 100% upfront Educational Reimbursement program, subsidized downtown parking, competitive time off policies including parental leave, an Employee Assistance program and much more! We need to capture all that as Benefits. We must not include Pay or Schedule. Now produce HTML. Structure:

  About the role

  Company description and role summary.

  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.

  Requirements

  • 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, managing, and reporting on customer feedback programs and research initiatives.
  • Experience analyzing customer feedback and translating findings into actionable business recommendations.
  Maybe also include Required Knowledge as part of Requirements or separate Qualifications. Since we have Qualifications heading allowed, we could put Required Knowledge under Qualifications. Preferred Knowledge could be under Qualifications as well or separate. But we need to avoid too many thin sections. Could combine Required Knowledge and Preferred Knowledge into a single Qualifications section with subheadings? But we cannot use headings inside besides

  . Could we use

  to label? Probably okay to just list them as list items under Qualifications. Thus:

  Qualifications

  • Required Knowledge: Customer experience and Voice of the Customer principles and practices; Customer journey mapping and persona development; Data analysis, reporting, and visualization techniques; Customer satisfaction metrics such as NPS, CSAT, and CES.
  • Preferred Knowledge: Customer feedback and research methodologies; Survey design, customer insights, and research best practices; Sentiment analysis, text analytics, and customer experience platforms; Business intelligence and reporting tools; Business operations and process improvement methodologies; Data governance and data quality standards; Data storytelling and executive-level communication techniques; Insurance products, coverages, and industry practices.
  But we need to preserve each bullet as separate? The original list items are separate lines. Could keep each as separate
• . However we have two categories: Required Knowledge and Preferred Knowledge. Could make two sub-lists? But we cannot nest headings. Could do
• Required Knowledge: ...
etc. That preserves info. Similarly for Skills:

Skills

• Analyze and interpret large data sets from multiple customer feedback sources
• Design and manage Voice of the Customer programs and surveys
• Develop meaningful reports, dashboards, and presentations
• Translate complex data into actionable insights and recommendations
• Communicate effectively with stakeholders at all organizational levels
• Facilitate discussions, gather requirements, and build cross-functional partnerships
• Manage multiple projects and priorities simultaneously
• Apply critical thinking and problem-solving skills to business challenges
• Work independently with minimal supervision while maintaining high-quality standards
• Maintain strict confidentiality of sensitive customer and business information
• Train and mentor others on Voice of the Customer methodologies and customer experience practices
• Adapt to changing priorities, technologies, and business needs
Benefits: We have "We want you to be involved!" paragraph plus wellness description plus "Benefits, Perks and more!" list. We'll combine into Benefits section. We need to preserve all substantive info: Employee Resource Groups for volunteering, connecting with others, social gatherings, and professional development. Regularly seek employees input through companywide surveys. Wellness program integrated into Company culture with online wellness portal, Omaha office has complimentary state-of-the-art onsite fitness center, robust wellness program. Benefits: retirement and savings plan with immediate enrollment with 100% employer match up to 5%, Medical, Dental and Vision for regular, full-time employees and eligible dependents, dedicated Learning & Development program, 100% upfront Educational Reimbursement program, subsidized downtown parking, competitive time off policies including parental leave, Employee Assistance program and much more! We'll make list items. Thus:

Benefits

• Employee Resource Groups for volunteering, connecting with others, social gatherings, and professional development.
• Regular employee input sought through companywide surveys.
• Wellness program integrated into company culture with an online wellness portal offering a year-round, one-stop-shop to manage and track all areas of health.
• Omaha office features a complimentary state-of-the-art onsite fitness center.
• Robust wellness program.
• Retirement and savings plan with immediate enrollment and 100% employer match up to 5%.
• Medical, Dental and Vision coverage for regular, full-time employees and eligible dependents.
• Dedicated Learning & Development program for personal and professional growth.
• 100% upfront Educational Reimbursement program.
• Subsidized downtown parking.
• Competitive time off policies including parental leave.
• Employee Assistance program.
• And much more!
We should not include Pay or Schedule. Now About the role paragraph: combine company description and role summary. Let's craft:

Berkshire Hathaway Homestate Insurance Company (BHHIC), a member of the Berkshire Hathaway group of insurance companies, offers outstanding opportunities with unparalleled financial strength, stability and “large company” benefits, plus an exciting, friendly, “small company” atmosphere. 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, leveraging customer research, journey mapping, customer satisfaction metrics, and feedback data to identify improvement opportunities and foster a customer‑centric culture. The position is based in Omaha, Nebraska and is not eligible for employer visa sponsorship.