Experience Analyst, Digital
Westland Insurance Group Ltd.
Job Overview
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Job Description
Overview
Westland Insurance Group Ltd is seeking an Experience Analyst, Digital to join its Business Technology Enablement Office in Surrey, BC. This full-time position focuses on championing the end‑to‑end omnichannel client experience across voice, SMS, web chat, chatbots, client portals, digital service journeys, and online quote‑and‑buy experiences.
Role Responsibilities
The Experience Analyst, Digital role involves blending human‑centered design, research, and data‑driven insights, uncovering friction and interpreting behavioral signals to create journey maps, low‑fidelity wireframes, and detailed flow charts. You will work with cross‑functional teams and use tools such as MS Azure DevOps, FigJam, Figma, MS Visio, and LucidChart to drive digital improvements across multiple channels.
- Lead the design and evolution of omnichannel client experiences.
- Utilize client research and data analysis to map user journeys.
- Create functional requirements, user stories, and prototypes.
- Collaborate with product managers, developers, QA, and vendors.
- Define success metrics using analytics and feedback channels.
Why You’ll Love Westland
An open, flexible, and welcoming workplace that offers numerous growth opportunities, autonomy, inclusive culture, and a total rewards program including financial, physical, and mental health benefits. Enjoy flexible paid values and volunteer days to support causes that matter.
Required Qualifications
- Bachelor’s degree in Design, Technology, Business, or a related field.
- 5+ years experience in digital platforms, product teams, or client experience initiatives.
- Expertise in translating business problems into solution designs and requirements.
- Hands‑on experience with journey design, wireframing, and flow creation.
- Proficiency in Agile, Service Design, and Design Thinking methodologies.
- Strong analytical, research, and communication skills.
Additional Details
This role is strategic and hands-on, requiring collaboration with teams across technology, marketing, insurance, and vendors. Westland is committed to diversity and accommodations for disability-related needs during the recruitment process. For accommodations, contact the recruitment team at careers@westlandinsurance.ca.
Key skills/competency
- Omnichannel
- Client experience
- Journey mapping
- Wireframing
- Design thinking
- Analytics
- Agile
- Research
- Collaboration
- Problem-solving
How to Get Hired at Westland Insurance Group Ltd.
- Research Westland Insurance Group Ltd: Understand their company culture and values.
- Tailor your resume: Highlight digital experience and design skills.
- Showcase portfolio: Include relevant journey designs and wireframes.
- Prepare data insights: Be ready to discuss analytics techniques.
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