Customer Experience Analyst
ICBC (Insurance Corporation of British Columbia)
full-time
Posted on:
Location Type: Hybrid
Location: North Vancouver • Canada
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Salary
💰 CA$79,352 - CA$85,722 per year
About the role
- Analyzing business and departmental needs to recommend enhancements to customer and employee digital experiences.
- Reviewing and interpreting digital channel performance data and identifying opportunities to improve usability and satisfaction.
- Collaborating with project teams to define customer experience and user experience KPIs, and supporting the analysis and reporting of digital performance.
- Supporting project scoping, requirements gathering, user‑based testing, and implementation activities.
- Translating technical concepts into clear, user‑friendly language for business partners across the organization.
- Synthesizing complex information into clear recommendations and helping user departments obtain buy‑in for digital process changes.
- Maintaining strong relationships with technology teams and relevant business areas to ensure smooth rollout of enhancements.
- Organizing and compiling information required to prepare business cases, presentations, reports, and other project documentation.
Requirements
- Knowledge of digital tools, applications, and capabilities used across customer and employee digital channels.
- Knowledge of customer experience strategy, principles, and methodologies.
- Knowledge of performance monitoring tools, techniques, and best practices.
- Knowledge of relevant business strategies, programs, processes, and initiatives across ICBC departments and divisions.
- Knowledge of project management principles and experience supporting large, cross‑functional initiatives.
- Analytical skills to assess digital channel performance, review vendor proposals, and develop recommendations based on business needs.
- Communication and interpersonal skills to listen actively, clarify technical requirements, and build buy‑in from business partners.
- Strong organizational skills to manage multiple deliverables and adapt to shifting priorities.
- High attention to detail and the ability to maintain sustained concentration when analyzing complex data, workflows, and requirements.
Benefits
- Competitive salary
- Comprehensive benefits
- Collaborative work environment
- Opportunities for career advancement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
digital experience analysisusability improvementKPI definitionuser-based testingrequirements gatheringperformance monitoringproject managementdata analysisbusiness case preparationreporting
Soft Skills
communication skillsinterpersonal skillsanalytical skillsorganizational skillsattention to detailcollaborationsynthesis of informationclarification of requirementsrelationship managementadaptability