Experience Analyst, Business Insurance

Talent Acquisition Team at Westland Insurance. Text reply only. • Surrey, BC

5d • CA$71,200 - CA$89,000 • Hybrid

About The Position

We’re searching for an Experience Analyst, Business Insurance. Are you searching for new possibilities? Westland Insurance Group Ltd. has an exciting opportunity for an Experience Analyst, Business Insurance in Surrey, BC, located at our head office in a hybrid work environment. In this role, you will play a critical role in enhancing the experience of employees, brokers, and clients across Westland Insurance. You’ll gather and analyze feedback, identify trends and workflow opportunities, and translate insights into practical improvements across systems, processes, and service experiences. Working closely with stakeholders across Operations, Technology, Learning & Development, and various insurance business lines, you’ll help drive innovation, optimize workflows, and support meaningful organizational change. As an Experience Analyst, Business Insurance, you will work closely with stakeholders across Private Client Services, Benefits, MyGroup, Westland Express, Agile UW, and Personal and Commercial Insurance to improve employee and broker experiences through research, analysis, collaboration, and solution development. You’ll proactively apply strong critical thinking and problem-solving skills to identify opportunities, streamline processes, and support the successful implementation of business and technology improvements.

Requirements

• Minimum 3 years of experience in the Commercial Insurance industry
• Certificate in Business, Marketing/Design, Information Technology, Insurance, or equivalent experience, with experience using insurance technologies such as Acturis BMS, CRM systems, or related platforms
• Strong analytical and critical thinking skills with the ability to transform feedback and data into actionable insights and recommendations
• Excellent communication skills and attention to detail, with the ability to work independently and collaborate effectively across cross-functional teams
• Experience supporting business enablement, workflow optimization, technology integration initiatives, and business requirements gathering
• Experience facilitating workshops, conducting user research, and identifying opportunities to improve workflows and user experiences
• Ability to thrive in a fast-paced, evolving environment

Nice To Haves

• familiarity with AI, machine learning, business analysis, or project management methodologies is considered an asset

Responsibilities

• Manage and prioritize employee-submitted ideas and improvement opportunities by assessing business needs, feasibility, business impact, urgency, and organizational priorities
• Partner with employees, brokers, and business leaders to gather and analyze feedback through workshops, usability testing, stakeholder discussions, branch visits, and job shadowing to identify trends, pain points, and improvement opportunities
• Attend regional leadership meetings and collaborate with Director and VP-level stakeholders to better understand operational challenges, employee experiences, and strategic goals
• Investigate workflows, systems, and recurring operational issues to identify root causes and develop opportunity statements, actionable recommendations, and functional requirements
• Collaborate with teams across Marketing, Sales, IT, Compliance, Learning & Development, and insurance business lines to design and implement process and system improvements
• Lead and support process optimization and business enablement initiatives, including project coordination, implementation planning, stakeholder readiness, training support, and adoption of new tools and technologies
• Stay informed on emerging technologies and industry trends, including AI, machine learning, and data analytics, to identify opportunities for innovation and efficiency
• Track satisfaction metrics, evaluate the effectiveness of implemented solutions, gather post-launch feedback, and drive continuous improvement across employee, broker, and client experiences
• Contribute to a culture of innovation, collaboration, continuous learning, and operational excellence across the organization

Benefits

• Financial assistance is available for approved work-related training/development courses leading to certification
• programs that offer professional development, including seminars and conferences
• 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 as part of Amplifying Communities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree