Customer Insights Analyst

This is an internal ICBC job posting. External applicants will not be considered at this time.

We welcome applications from all qualified job seekers. Should you require any accommodations, including alternative interview formats, assistance with online assessments, or an ASL interpreter, throughout the application or hiring process, please email your request to accessibility_services@icbc.com – we are committed to ensuring an accessible experience for all candidates.

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.

Closing date: March 19, 2026

We look forward to hearing from you!

Position Highlights

We are seeking a Customer Insights Analyst to support ICBC’s mission by delivering high‑quality customer research and actionable insights. In this role, you will provide technical expertise, consultation, and leadership in secondary research and the design, development, and implementation of primary customer research projects that guide corporate decision‑making.

You will play a key role in ensuring ICBC’s research methodologies are consistent, reliable, and aligned with business needs. Supporting internal clients across the corporation, you will synthesize data from disparate sources, interpret complex data, recommend strategic actions, and help shape customer‑centric programs and initiatives.

As a Customer Insights Analyst, you will be responsible for leading secondary research and primary research projects from planning through implementation, fostering strong relationships with partners, and delivering insights that help improve ICBC products, services, and customer experience.

Key Responsibilities

• Providing secondary research services, including intake of requests, review of relevant information sources, and summarization of relevant findings, including business implications.
• Undertaking regular environmental scan and summary of key information relevant to ICBC for distribution to internal clients.
• Leading the design, development, and implementation of qualitative and quantitative customer research projects, ensuring consistent methodologies and high standards of practice.
• Developing annual research plans, coordinating project progress, and monitoring outcomes to ensure deliverables are met.
• Analyzing complex customer and market data, interpreting results, and presenting findings and recommendations to internal clients.
• Providing consultation services to departments across the corporation to support research development, evaluation activities, and the application of insights to marketing programs and initiatives.
• Designing and implementing surveys and research instruments to gather attitudinal and behavioural data and identify opportunities for influencing customer behaviour.
• Acting as the principal technical contact with external consultants, including vendor selection, relationship management, oversight of work, and monitoring of project budgets and timelines.
• Coordinating and overseeing the work of consultants or service providers, ensuring deliverables meet technical and quality standards.
• Identifying opportunities to improve research practices, introduce new methodologies, and strengthen program effectiveness.

Position Requirements

• Extensive experience sourcing and compiling secondary research materials based on operational needs and requests.
• Ability to effectively analyze and summarize key findings to address business needs.
• Demonstrated knowledge of principles of proper secondary research citation and governance of secondary research materials.
• Knowledge of customer research principles, theories, and practices, including survey design, research methodology, and statistical analysis.
• Understanding of advertising, communications, and marketing research methodologies.
• Ability to conduct quantitative and qualitative research and interpret complex and detailed information.
• Strong communication and interpersonal skills to facilitate meetings, negotiate with consultants, and collaborate with internal clients.
• Organizational skills to plan, schedule, coordinate, and monitor project activities and manage multiple priorities.
• High level of concentration, precision, and attention to detail when managing complex data and producing reports.
• Ability to lead project teams, provide technical guidance to others, and oversee external consultants.
• Post‑secondary education in a related field and demonstrated experience in both primary and secondary social science research.

As a valued member of the ICBC team…

You will thrive in a collaborative, performance‑driven environment that emphasizes partnership, accountability, and delivering meaningful insights that improve the customer experience. If you are analytical, detail‑oriented, and passionate about helping organizations understand their customers, we encourage 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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