Customer Insights Analyst

Insurance Corporation of British Columbia•Vernon, CA

8d•Hybrid

About The Position

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.

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.

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.