Research Advisor

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We look forward to hearing from you!

Position Highlights:

Our Customer Analytics and Insights team is expanding and has an exciting opportunity for an experienced Voice of Customer (VOC) Program Lead to join the team. 

The successful candidate will lead and own end-to-end VOC programs and digital experience measurement, ensuring strong alignment across customer experience tracking initiatives and corporate priorities. 

Reporting to, and working collaboratively with, the Manager, Voice of Customer, the VOC Program Lead is accountable for program delivery and quality, while contribution to the evolution of VOC practices, reporting and processes.

You will provide analytical and program leadership to support business initiatives, data-driven decision making, and continuous improvement of customer experience. You are a critical thinker with strong analytical depth, a curiosity for customer behavior, and the ability to translate complex data into clear, actionable insights.

In this role, you will play a key role in advancing VOC and digital customer experience programs by ensuring consistent execution, high data integrity, and timely, accurate reporting. You are comfortable working across multiple data sources (customer, behavioural, operational), including root cause and verbatim analysis, and partnering with internal businesses to support the understanding of customer experiences and key drivers.

Key responsibilities include, but are not limited to:

• Managing the end-to-end execution of VOC programs, including survey setup, fieldwork monitoring, reporting, and ongoing program maintenance across telephone, online, and digital intercept surveys.
• Ensuring data quality, integrity, and consistency, including QA processes and adherence to established program standards and methodologies.
• Leading the day-to-day management of digital survey platforms (e.g., Qualtrics), including intercept designs, survey builds, testing, deployment, and optimization.
• Conducting regular and ad hoc deep dive analysis, including root cause and verbatim reviews, to identify trends, issues, and opportunities within customer journeys.
• Developing and delivering routine and custom reporting, ensuring outputs are accurate, clear, and aligned to business needs.
• Supporting the evolution of survey design, reporting frameworks, and analytical approaches to improve program effectiveness and usability.
• Collaborating with VOC Consultants and Analytics partners to support cross-program insights, alignment, and continuous improvement initiatives.
• Building strong working relationships with internal partners to support program execution and understanding of results.
• Supporting requests related to corporate initiatives, regulatory reporting, and external information needs.

Position Requirements:

The successful candidate will have:

• Extensive experience managing and executing VOC tracking programs, including survey design, fieldwork coordination, analysis, and reporting.
• Proven expertise in digital intercept and online research, including hands-on experience with survey platforms (e.g., Qualtrics).
• Strong analytical, problem-solving, and critical thinking skills, with demonstrated ability to work with complex datasets and translate findings into actionable insights.
• Experience conducting verbatim analysis and root cause analysis to identify key drivers and improvement opportunities.
• Strong attention to detail, with proven ability to ensure data accuracy, quality, and consistency across deliverables.
• Excellent written and verbal communication skills, with the ability to clearly present findings to business.
• Experience working in a large, complex organizational environment. 
• Experience working collaboratively with cross-functional teams and managing internal partners expectations.
• Hands-on experience with data extraction, exploration, visualization, and reporting tools.
• Experience leveraging AI-assisted tools to support survey design and analysis.
• Familiarity with UX research methods and practices is considered an asset.
• Experience with analytical software and reporting tools used at ICBC (Qualtrics, Excel, SPSS, SAS, Tableau).
• 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:

• ICBC provides comprehensive and flexible benefit coverage to all eligible employees including a defined benefit pension plan.
• Three options of health and dental coverage. Two of those options fully paid by ICBC and with access to Flex credits.
• 100% employer paid life insurance, long term disability and travel insurance.
• Sick leave plan – 100% of pay for a period of a maximum of 8 weeks plus 85% of your pay for a subsequent period of up to 9 weeks.
• Additional optional insurance coverages.
• Only candidates legally entitled to work in Canada will be considered for this position.

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: 

• Resident – you will work at your primary in-office headquarters on all scheduled work days.
• 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. 
• Hybrid 10 – you will work a minimum of 10 days in a 4-week period at your primary office headquarters (typically one week in/one week out or up to 3 days per week). The remaining days will be remote within British Columbia. 
• Mobile – you will work a significant amount of time in the field, in addition to working from an office and optionally working remotely within British Columbia. 
• Remote – you will work remotely from within British Columbia, with one required visit to your primary office per month.

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

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