Experience Analyst, DigitalWestland Insurance Group Ltd. • Surrey, British Columbia, Canada
Experience Analyst, Digital
Westland Insurance Group Ltd.
- Surrey, British Columbia, Canada
- Surrey, British Columbia, Canada
Über
Westland Insurance Group Ltd has an exciting full-time opportunity for an Experience Analyst, Digital to join our Business Technology Enablement Office team in Surrey, BC at our head office. The Experience Analyst, Digital will champion the end‑to‑end omnichannel client experience across voice, SMS, web chat, chatbots, client portals, digital service journeys, and online quote‑and‑buy experiences.
Expected Compensation: The expected hiring range for this role is $69,600 to $87,000 based on a 35-hour work week. Actual offered salary will depend on the successful candidate's qualifications and experience, as well as market conditions for the role, and 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, Digital, you will blend human‑centered design, research, and data‑driven insight to refine how clients interact with the Westland brands across every touchpoint.
This role is both strategic and hands‑on: you'll uncover friction, interpret behavioral signals, identify experience gaps, and translate insights into elegant journey designs and flows, low‑fidelity wireframes, functional requirements, and various actionable improvements.
You will work cross‑functionally to influence roadmaps, elevate digital experiences, and ensure our omnichannel ecosystem continuously evolves to meet client expectations and business priorities.
Interested in learning more?
Why You'll Love Westland
An open, flexible and welcoming workplace
Plenty of opportunities to grow and learn
Autonomy to drive your own success
Be part of our inclusive culture, alongside an extraordinarily talented community of people with a wide variety of backgrounds
A total rewards program that takes care of your financial, physical, and mental health
Flexible paid Values Days to celebrate days important to you
Paid Volunteer Days for employees as part of Amplifying Communities, a program to support causes that matter most to our employees and clients
Why We'll Love You
Bachelor's degree in Design, Technology, Business, Computer Science, Human‑Centred Design, or a related field.
5+ years experience working on digital platforms, product teams, or client experience initiatives, ideally across multiple channels (web, mobile, chat, SMS, chatbot, voice, or similar).
Experience translating business problems into functional solution designs and requirements.
Experience working with product managers, developers, and QA throughout delivery.
Hands‑on experience with journey design, research methods, wireframing, and flow creation using modern design and analytics tools.
Familiarity with Agile, Service Design, and Design Thinking practices.
Strong analytical and research skills, with the ability to interpret data, synthesize insights, and translate findings into actionable recommendations.
Demonstrated ability to solve complex problems using critical thinking, curiosity, and structured analysis.
Excellent verbal and written communication skills, with the ability to articulate ideas clearly to technical and non‑technical audiences.
Proven ability to work both independently and collaboratively within multi‑disciplinary teams.
Skilled at building effective working relationships with diverse stakeholders, including vendors and cross‑functional partners.
Self‑aware and objective, able to separate personal preferences from user needs and data‑driven decision-making.
Once Here, You'll
Lead the design and evolution of omnichannel client experiences across web portals, voice, SMS, web chat, chatbots, and digital quote‑and‑buy journeys, aiming at reducing friction, increasing productivity, and improving overall client satisfaction, retention, and conversion
Use client research, data analysis, employee feedback, and behavioural insights to identify pain points, understand and pair end-user and business needs, and shape experience improvements that drive measurable impact
Create clear journey maps, service blueprints, flow charts, functional requirements, user stories, and low-fidelity wireframes that enable consistent interpretation and efficient delivery, therefore illustrating current and future state experiences and bringing complex ideas to life for technical and non‑technical audiences
Communicate insights, recommendations, and progress updates through structured presentations, briefs, product and/or prototype demos, and visual documentation tailored to stakeholder needs
Define and monitor experience success metrics by using analytics tools, feedback channels, and session data, translating findings into prioritized recommendations and improvement opportunities
Collaborate with technology, marketing, insurance teams, and vendors to align on priorities, validate concepts, and support delivery of enhancements
Use platforms such as MS Azure DevOps, FigJam, Figma, MS Visio, LucidChart, web analytics tools, and MS365 to manage work, track the progress of projects and tasks, and maintain clarity across teams
Build strong, collaborative relationships with internal teams and vendors to ensure experience standards, research findings, and design decisions are consistently understood and applied
Anticipate and flag risks, dependencies, and cross‑project impacts, supporting proactive decision‑making and smooth implementation
Contribute to training, communication, and change support so teams understand new experiences, updated workflows, and the rationale behind improvements
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
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