Experience Analyst, Insurance ProductsWestland Insurance Group Ltd. • Surrey, British Columbia, Canada
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Experience Analyst, Insurance Products
Westland Insurance Group Ltd.
- Surrey, British Columbia, Canada
- Surrey, British Columbia, Canada
Über
Westland Insurance Group Ltd has an exciting opportunity for a Experience Analyst, Insurance Products in Surrey, BC, located at our head office in a hybrid work environment.
In the position of Experience Analyst, Insurance Products, you will play a critical role in enhancing the experience of employees, brokers, and clients across Westland's delegated authority insurance programs. They gather and analyze feedback, identify experience and workflow opportunities, and translate insights into practical improvements across systems, processes, and product design. Working closely with Underwriting, Insurance Sales Leadership, Claims, and Technology, the role ensures delegated authority products are easy to sell, service, and manage throughout their lifecycle.
Expected Compensation: The expected hiring range for this role is $72,000 to $90,000 with a 35-hour work week. Your rate of pay will be determined based on your individual qualifications and experience while considering internal equity.
Westland is committed to continuous learning where employees can grow their potential and write the stories of their careers. Financial assistance is available for approved work-related training/development courses leading to certification, and programs that offer professional development, including seminars and conferences.
Discover What's Possible, With Westland.
The Westland story is all about growth, and that means plenty of possibility for everyone on our team. Every day, Westland proves that building a great business means taking care of communities, clients, and each other with equal commitment. As we continue to open new doors, we're inviting amazing people like you to join us.
As an Experience Analyst, Insurance Products, you will work closely with our Product Managers (Commercial & Personal Lines), as well as with other key business stakeholders from our Information Technology (IT), Business Enablement & Client Engagement, Operations, Data Analytics and Underwriting departments, to proactively apply strong critical thinking and problem-solving skills, along with an advanced knowledge of our products and business operations, to ensure that our systems-integrated insurance products are functioning optimally, and that they are supporting and regulating business processes in the intended manner.
Why You'll Love Westland
An open, flexible and welcoming workplace
Plenty of opportunities to grow and learn
Autonomy to own your own success
Be part of our inclusive culture, alongside an extraordinarily talented community of people with a wide variety of backgrounds
Total rewards program that takes care of your financial, physical, and mental health
Flexible paid Commemorative Days to celebrate days important to you
Amplifying Communities Program to support causes that matter most to our employees and clients
Why We'll Love You
5+ years of experience in underwriting operations, product analysis, insurance technology, or experience design, ideally across commercial or specialty lines
Proven ability to translate business and underwriting needs into intuitive workflows, system requirements, and scalable product solutions
Experience facilitating discovery sessions, process mapping, journey mapping
Demonstrated success leading or supporting product launches, including readiness, change enablement, and cross‑functional communication
Skilled in coordinating user acceptance testing (UAT) and validating workflows from quote to claim, ensuring high-quality product delivery
Strong analytical mindset with the ability to interpret system usage, adoption metrics, and operational data to inform continuous improvement
High proficiency in documenting clear, actionable requirements, user stories, and process changes, balancing technical feasibility with experience design
Experience using or applying AI‑powered tools (e.g., insights analysis, automation, data modelling)
Once Here, You'll
Insight gathering and requirements:
Gather underwriting requirements through interviews, workshops, and user-journey reviews; ensure they reflect the needs of employees, brokers, and clients
Facilitate alignment decisions related to commission structures, incentive programs, and other broker-facing elements
Translate business and experience needs into clear system specifications, balancing underwriting accuracy with UI/UX best practices
Design and optimize risk capture workflows, including question sets, document and form templates, rating algorithms, underwriting levels and rules, aimed at meeting business objectives
Recommend technical approaches for implementing rating models, rules, and policy forms, advocating for simplicity and usability at every step
Conduct experience‑focused workshops to uncover bottlenecks, pain points, and desired outcomes
Employee enablement & change management
Ensure Insurance Teams, Accounting, and Claims teams are fully enabled with the right tools, processes, and training to support each product
Collaborate with leaders to identify readiness gaps and remove friction before launch
Support development of change‑management strategies that help teams adopt new workflows confidently and consistently
Workflow design & validation
Define end-to-end workflows for quoting, issuance, endorsements, renewals, and cancellations, focusing on simplicity and ease of doing business.
Conduct mini‑audits or shadowing sessions to understand current-state employee experience and inform future-state recommendations.
Compile and obtain Undewriting sign‑off for documents and communication templates (proposals, declarations, notices).
Coordinate end-to-end UAT, ensuring employee feedback is addressed.
Go-to-Market launch support
Act as a technical and experience escalation point during launch and hypercare.
Ensure training materials, communications, and documentation meet the needs of front-line employees.
Feedback, analysis & continuous improvement
Analyze system usage, adoption, and experience data to identify improvement opportunities.
Maintain and refine a prioritized backlog of enhancements, balancing effort and business value.
Collect and synthesize feedback from employees to drive meaningful improvements.
Track post-launch issues and manage their resolution through coordinated batch releases.
Recommend enhancements that reduce effort, improve accuracy, and elevate the user experience.
Ensure systems continue to evolve and remain aligned with underwriting needs and user expectations.
Want to get to know each other better? Send your resume our way.
You belong here
We strive to be much more than a great place to work. Here, you join a collective of incredibly vibrant, purpose driven, and open-minded people. Every day, Westland proves that building a great business means taking care of communities, clients, and each other with equal commitment. You will be supported and respected for who you are and for the voice you add to the conversation.
At Westland, you will feel the power of community. Westland Insurance Ltd. is an inclusive organization that values diversity in its workforce. We listen, champion equity and diversity, and create safe welcoming spaces where everyone has a voice and is free to be themselves. Westland Insurance Ltd. encourages applications from all qualified individuals and will accommodate applicants' disability-related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.
If you require a disability-related accommodation in order to participate in the recruitment process, please contact the recruitment team by email
Sprachkenntnisse
- English
Hinweis für Nutzer
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