Analyzing business and departmental needs to recommend enhancements to customer and employee digital experiences.
Reviewing and interpreting digital channel performance data and identifying opportunities to improve usability and satisfaction.
Collaborating with project teams to define customer experience and user experience KPIs, and supporting the analysis and reporting of digital performance.
Supporting project scoping, requirements gathering, user‑based testing, and implementation activities.
Translating technical concepts into clear, user‑friendly language for business partners across the organization.
Synthesizing complex information into clear recommendations and helping user departments obtain buy‑in for digital process changes.
Maintaining strong relationships with technology teams and relevant business areas to ensure smooth rollout of enhancements.
Organizing and compiling information required to prepare business cases, presentations, reports, and other project documentation.

Knowledge of digital tools, applications, and capabilities used across customer and employee digital channels.
Knowledge of customer experience strategy, principles, and methodologies.
Knowledge of performance monitoring tools, techniques, and best practices.
Knowledge of relevant business strategies, programs, processes, and initiatives across ICBC departments and divisions.
Knowledge of project management principles and experience supporting large, cross‑functional initiatives.
Analytical skills to assess digital channel performance, review vendor proposals, and develop recommendations based on business needs.
Communication and interpersonal skills to listen actively, clarify technical requirements, and build buy‑in from business partners.
Strong organizational skills to manage multiple deliverables and adapt to shifting priorities.
High attention to detail and the ability to maintain sustained concentration when analyzing complex data, workflows, and requirements.

Customer Experience Analyst

Key skills