ICBC
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Voice of Customer Program Lead
Description
Advance your career at ICBC as a Voice of Customer Program Lead. This hybrid role focuses on managing VOC programs and delivering actionable insights for customer experience.
As an essential part of the Customer Analytics and Insights team, you will lead VOC programs from initial setup through delivery. Your 8+ years of experience in customer insights will utilize skills in digital surveys, data analysis, and strategic reporting to enhance customer journeys. You’ll work collaboratively with internal teams to align program execution with business needs.
Key Responsibilities:
• Manage end-to-end execution of VOC programs
• Ensure data quality, integrity, and consistency
• Lead digital survey platform management
• Conduct root cause and verbatim analysis
• Develop accurate and clear reporting outputs
Requirements:
• 8+ years in customer insights or related fields
• Experience with VOC tracking and survey design
• Strong analytical and problem-solving skill...
As an essential part of the Customer Analytics and Insights team, you will lead VOC programs from initial setup through delivery. Your 8+ years of experience in customer insights will utilize skills in digital surveys, data analysis, and strategic reporting to enhance customer journeys. You’ll work collaboratively with internal teams to align program execution with business needs.
Key Responsibilities:
• Manage end-to-end execution of VOC programs
• Ensure data quality, integrity, and consistency
• Lead digital survey platform management
• Conduct root cause and verbatim analysis
• Develop accurate and clear reporting outputs
Requirements:
• 8+ years in customer insights or related fields
• Experience with VOC tracking and survey design
• Strong analytical and problem-solving skill...