Experience Analyst, Digital

We’re searching for an Experience Analyst, Digital on our Business Technology Enablement Office
. Are you searching for new possibilities?

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?

• 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

• 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, wire framing, 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.