Research Advisor

Insurance Corporation of British Columbia • North Vancouver, BC

5d • Hybrid

About The Position

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 contributing 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.

Requirements

• 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.
• Experience with analytical software and reporting tools used at ICBC (Qualtrics, Excel, SPSS, SAS, Tableau).
• Bachelor's degree.
• 8+ years of experience in customer insights, market research or a related field, working on roles such as senior research manager, research advisor, research director.

Nice To Haves

• Familiarity with UX research methods and practices is considered an asset.

Responsibilities

• 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.

Benefits

• Comprehensive and flexible benefit coverage
• Defined benefit pension plan
• Three options of health and dental coverage (two options fully paid by ICBC with access to Flex credits)
• 100% employer paid life insurance
• 100% employer paid long term disability
• 100% employer paid travel insurance
• Sick leave plan (100% of pay for a maximum of 8 weeks plus 85% of your pay for up to 9 weeks)
• Additional optional insurance coverages

What This Job Offers

• Job Type: Full-time
• Career Level: Senior