Customer Experience Analyst

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At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous Peoples and People with Disabilities.  By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.

We look forward to hearing from you!

Position Highlights

We are seeking a Customer Experience Analyst. In this role, you will play a key part in improving the customer and employee experience across ICBC’s digital channels by defining requirements, evaluating digital performance, and supporting the implementation of enhancements. You will collaborate with business and technology teams to ensure our digital tools, applications, and processes meet the evolving needs of British Columbians.

You will be responsible for gathering and analyzing business requirements, monitoring digital performance metrics, supporting project delivery, and advising on opportunities to enhance user experience. Your insights, recommendations, and ability to translate complex information into clear, actionable deliverables will help ensure ICBC delivers effective, user‑friendly digital services.

Your key responsibilities include:

• 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.

As a valued member of the ICBC team, you will thrive in a performance‑driven environment that emphasizes collaboration, accountability, and continuous improvement.

Position 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.

Education & Experience

The above requirements are typically met through demonstrated experience in digital channels, business analysis, User Design/Experience, or project management, paired with a post‑secondary education in Information Systems, Business with a concentration in Digital Business, Analytics, Digital Marketing, or UX.

If you are a detail‑oriented communicator who is passionate about advancing digital experiences for customers and employees, we welcome you to apply for this exciting opportunity.

About us: 

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025  to learn more about what we've accomplished! 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.

 Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined: 

• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia. 

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