Voice Of Customer Program Lead

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

We welcome applications from all qualified job seekers. If you are a job seeker with a disability, please let us know as adjustments can be made to help support you in delivering your best performance.

Voice Of Customer Program Lead

Job Title: Voice Of Customer Program Lead Reference Number: 117638

Location: North Vancouver Employment Type: Permanent Full Time

Hours of Work: 7.5 hr Day Shift (M-F) Posted Date: 2023/05/04

Position Highlights

Our Customer Analytics and Insights team has an exciting opportunity for two (2) experienced Voice Of Customer Program leads to join the team.

The successful candidate will perform analysis in support of business initiative development, including data driven analysis, identifying growth opportunities, and producing reporting tools and solutions to track business performance metrics. You are a data driven, critical thinker with a curious mind.

In this role, you will manage our Voice of the Customer (VOC) programs. You are comfortable in synthesizing data from multiple sources (customer/operational data), including root cause analysis, transforming and translating it into actionable insights to support data-driven business decisions across all lines of business. You will be working closely with our CX partners to understand customer current and future state to improve customer experience.

Position Requirements

The successful candidate will have:

•Extensive experience managing VOC programs, designing and implementing tracking research to derive actionable insights for continual improvement and strategic alignment

•Strong analytical, problem solving and critical thinking skills, with a proven track record of synthesizing large amount of data to identify trends, areas of opportunities and/or risks.

•Knowledge of data extraction, exploration/visualization, analytical, and reporting tools

•Proven ability to translate data into clear and concise insights and recommendations for senior management

•Experience working in a large, complex business environment with various stakeholders and business partners

•Ability to present to various levels within the organization, including Senior Leadership

•Experience with analytical software and reporting tools used at ICBC (SAS, Tableau, SPSS, Qualtrics)

•Bachelor's degree

•8+ experience in customer insights, market research or a related field, working on roles such as Senior Research Manager, Research Advisor, Research Director.

Position Information

What we offer:

•Competitive Salary & Benefits: We are committed to providing industry competitive salary and benefits.

•Continuous Learning: We offer continuous learning opportunities to ensure you are equipped with the knowledge to be successful in your role.

•Flexible Working Arrangements: We offer flexible working arrangements as we continue to support our employees in balancing their career and personal commitments.

•Engaging Culture: We promote an inclusive and diverse work environment.

Only candidates legally entitled to work in Canada will be considered for this position.