Voice of the Customer (VoC) Customer Insights Analyst
Physicians Mutual, Omaha, NE, United States
Overview
At Physicians Mutual, we believe listening to our customers is how we deliver on our promise. As our Voice of the Customer (VoC) Customer Insights Analyst , you’ll play a key role in shaping how we understand, interpret, and act on customer feedback across the enterprise.
This is a highly visible, strategic role where you’ll connect insights to action, helping leaders make informed decisions that improve customer experience, strengthen loyalty, and drive long-term growth.
Responsibilities
Lead and evolve our enterprise Voice of the Customer (VoC) and Customer Experience (CX) programs across all lines of business
Design and manage multi-channel feedback programs (surveys, qualitative research, digital and contact center insights)
Integrate data across platforms to create a holistic view of the customer journey
Translate complex data into clear, story-driven insights that influence executive decision-making
Build and sustain closed-loop feedback processes that drive measurable improvements in satisfaction, retention, and loyalty
Partner cross-functionally with Marketing, Operations, Product, and Technology to embed customer insights into strategy and execution
Coach teams to strengthen customer-centric thinking and decision-making capabilities
Serve as the internal expert on CX tools, governance, and best practices
Manage vendor relationships to ensure data quality, compliance, and strategic alignment
Qualifications
Bachelor’s degree or equivalent experience in Marketing Research, Data Science, Psychology, Business, or a related field
4–8 years of experience leading customer experience, VoC, or market research programs
Experience managing large, multi-step initiatives across cross-functional teams
Strong background in survey design, qualitative research, and data analysis
Proven ability to translate insights into actionable business recommendations
Experience influencing stakeholders across multiple functions and levels
Hands‑on experience with CX platforms such as Qualtrics, Medallia, Verint, or similar tools
Strong communication and storytelling skills with the ability to simplify complex insights for diverse audiences
Why This Role Stands Out
Enterprise visibility and influence
Direct impact on customer experience and business outcomes
Opportunity to build and shape how Customer Insights are used across the organization
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At Physicians Mutual, we believe listening to our customers is how we deliver on our promise. As our Voice of the Customer (VoC) Customer Insights Analyst , you’ll play a key role in shaping how we understand, interpret, and act on customer feedback across the enterprise.
This is a highly visible, strategic role where you’ll connect insights to action, helping leaders make informed decisions that improve customer experience, strengthen loyalty, and drive long-term growth.
Responsibilities
Lead and evolve our enterprise Voice of the Customer (VoC) and Customer Experience (CX) programs across all lines of business
Design and manage multi-channel feedback programs (surveys, qualitative research, digital and contact center insights)
Integrate data across platforms to create a holistic view of the customer journey
Translate complex data into clear, story-driven insights that influence executive decision-making
Build and sustain closed-loop feedback processes that drive measurable improvements in satisfaction, retention, and loyalty
Partner cross-functionally with Marketing, Operations, Product, and Technology to embed customer insights into strategy and execution
Coach teams to strengthen customer-centric thinking and decision-making capabilities
Serve as the internal expert on CX tools, governance, and best practices
Manage vendor relationships to ensure data quality, compliance, and strategic alignment
Qualifications
Bachelor’s degree or equivalent experience in Marketing Research, Data Science, Psychology, Business, or a related field
4–8 years of experience leading customer experience, VoC, or market research programs
Experience managing large, multi-step initiatives across cross-functional teams
Strong background in survey design, qualitative research, and data analysis
Proven ability to translate insights into actionable business recommendations
Experience influencing stakeholders across multiple functions and levels
Hands‑on experience with CX platforms such as Qualtrics, Medallia, Verint, or similar tools
Strong communication and storytelling skills with the ability to simplify complex insights for diverse audiences
Why This Role Stands Out
Enterprise visibility and influence
Direct impact on customer experience and business outcomes
Opportunity to build and shape how Customer Insights are used across the organization
#J-18808-Ljbffr