Manager, Voice of Customer

2 weeks ago

North Vancouver, Canada ICBC Full time

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.

adjustments can be made to help support you in delivering your best performance.

Manager, Voice of Customer

**Job Title**: Manager, Voice of Customer Reference Number: 117263

**Location**: North Vancouver Employment Type: Permanent Full Time

**Hours of Work**: 7.5 hr Day Shift (M-F) Posted Date: 2023/01/25

Position Highlights

Our Customer Experience team has an exciting opportunity for an experienced Manager, Voice of Customer to join the

leadership and technical guidance to a team of research and customer insights professionals responsible for managing ICBC’s

voice of customer program, tracking programs and providing advisory and reporting services to ensure ICBC understands its

customers, make customer informed decision and have the insights needed continuously improve ICBC’s CX.

Position Highlights
- Design and implement different listening posts across different customer journeys to enhance ICBC’s Voice of Customer (VoC)

program
- Manage ICBC’s Voice of Customer program and Customer Experience (CX) measurement framework operations which

includes identifying the appropriate measures, survey strategies, and tactics to optimize response rates and quality of insights
- Work with operational leaders across ICBC to provide research results, actionable insights, highlighted pain points, and drive

results across the organization
- Identify the best means to gain insight into customer sentiment and integrate other contextual points of reference including

operational, stakeholder, and employee insights
- Oversee vendor management relating to tracking programs including procurement, evaluating proposals, selecting, and

onboarding the chosen vendor, developing supplements, and managing day-to-day vendor relationships and deliverables
- Manage the day-to-day operations of the team, including the recruitment, development, coaching and performance

management of reporting staff

Position Requirements
- Ability to use VoC data to extract useful or actionable insights
- Excellent report writing skills and experience in developing questionnaires across different channels and listening posts
- Ability to lead and coach a team of experienced researchers and analysts to create an engaging and supportive work

environment.
- Knowledge of the principles, theories, standards, and best practices for VoC, quantitative market research, business analytics,

and hypothesis testing
- Knowledge of the insurance industry, and relevant governing acts, legislations, regulations, and public policy
- Direct experience is an asset and is typically required for someone to perform this job competently.

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.
- COVID-19 safety protocols: We comply with WorkSafeBC and the health authorities of British Columbia to ensure your safety

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

ZR1

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