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The Customer Experience team is seeking an experienced Manager Digital Analytics who will play a key role to drive achievement of ICBC’s customer experience goals. Reporting to the Senior Manager, Customer Digital Channels, the role will be responsible for providing leadership and technical guidance to a team of Digital Analytics and channel management professionals delivering advisory, analytical, and reporting services to support informed, data-driven decision making for operational improvements to digital channels, provide data inputs for CX strategy development, and report on online performance metrics for ad hoc and corporate reporting.

Your responsibilities will include:

• Leads and oversees the completion of complex root cause analysis to assess drivers of key operational trends and results; the development of performance metrics and reports to monitor and analyze the business environment against targets and historical trends; and the identification of potential improvement opportunities, challenges, or risks.
• Leads and oversees the delivery of both recurring and ad-hoc analysis to support corporate, customer experience, and business needs, and the strategic planning process.
• Leads and/or participates in a variety of internal and external committees and projects designed to enhance and further advance data-driven decision making at ICBC; and works closely with the Customer Experience team, and other analytical ICBC lines-of-business groups.
• Participates with manager and peers to develop a framework of common digital standards, methods, systems, processes, and best practices to foster optimum delivery of advisory, analytical, and reporting services to relevant business area(s) and client group(s).
• Manages the day-to-day operations of the team of 3-4 professionals, including the recruitment, development, coaching, and performance management of all reporting staff, and the determination of priorities, timelines, and distribution of resources for the team and related deliverables.

POSITION REQUIREMENTS

• A minimum of 5 years of relevant work experience in a continuous learning environment, typically required to perform the role effectively.
• 3+ years of experience working in digital channels and/or product management
• Bachelor’s degree in a related field.
• Expertise in Google Analytics for online site measurement, event tracking, and analysis of digital performance metrics. Proficiency in A/B split hypothesis testing and familiarity with digital experience analytics platforms.
• Experience with relevant technologies, including leading SaaS digital analytics tools, digital dashboard development, data visualization (e.g., Tableau), and various analytical/statistical tools.
• Strong knowledge of project management principles, business performance improvement, and change management best practices.
• Knowledge of best practices in user online experience and service design methodologies is a plus.

ABOUT US:

At ICBC, it’s our job to make sure the car insurance system works for everyone living in British Columbia, 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.

• Leads and oversees the completion of complex root cause analysis to assess drivers of key operational trends and results; the development of performance metrics and reports to monitor and analyze the business environment against targets and historical trends; and the identification of potential improvement opportunities, challenges, or risks.
• Leads and oversees the delivery of both recurring and ad-hoc analysis to support corporate, customer experience, and business needs, and the strategic planning process.
• Leads and/or participates in a variety of internal and external committees and projects designed to enhance and further advance data-driven decision making at ICBC; and works closely with the Customer Experience team, and other analytical ICBC lines-of-business groups.
• Participates with manager and peers to develop a framework of common digital standards, methods, systems, processes, and best practices to foster optimum delivery of advisory, analytical, and reporting services to relevant business area(s) and client group(s).
• Manages the day-to-day operations of the team of 3-4 professionals, including the recruitment, development, coaching, and performance management of all reporting staff, and the determination of priorities, timelines, and distribution of resources for the team and related deliverables