About the role

Experience Analyst enhancing employee and broker experiences through feedback analysis and collaboration at Westland Insurance. Driving innovation and optimizing workflows across insurance operations.

Responsibilities

Play a critical role in enhancing the experience of employees, brokers, and clients across Westland Insurance
Gather and analyze feedback, identify trends and workflow opportunities, and translate insights into practical improvements across systems, processes, and service experiences
Collaborate closely with stakeholders across Operations, Technology, Learning & Development, and various insurance business lines
Drive innovation, optimize workflows, and support meaningful organizational change
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 various methods to identify trends, pain points, and improvement opportunities
Investigate workflows, systems, and recurring operational issues to identify root causes and develop 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
Stay informed on emerging technologies and industry trends to identify opportunities for innovation and efficiency
Track satisfaction metrics and drive continuous improvement across employee, broker, and client experiences

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

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