Experience Analyst, Business Insurance

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. Expected Compensation: The expected hiring range for this role is $71,200 - $89,000 based on a 37.5-hour work week. Actual salary offered 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, 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.  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 as part of Amplifying Communities   Why we’ll love You: 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; familiarity with AI, machine learning, business analysis, or project management methodologies is considered an asset    Once here, you’ll: 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   Want to get to know each other better? Send your resume our way.    #LI-HB1 #LI-Hybrid