Customer Experience Analyst

PERMANENT EMPLOYMENT OPPORTUNITY

Customer Experience Analyst
Halifax Nova Scotia

About the Workers’ Compensation Board of Nova Scotia

The Workers’ Compensation Board of Nova Scotia (WCB) is the province’s provider of workplace injury insurance. We inform and inspire Nova Scotians in the prevention of workplace injury. But if it occurs, we support those whose lives it touches by championing a timely return to safe and healthy work. We also provide caring, compassionate support in the wake of workplace tragedy. Our employees describe the culture as Collaborative, Evolving, Service-Minded and Team-Focused.

About the Role

Reporting to the Manager, Customer Experience, the Customer Experience Analyst will provide a wide range of analytic services to deepen WCB’s understanding of the needs, attitudes, opinions, perceptions, and behaviors of our customers, partners, and stakeholders. The Customer Experience Analyst will primarily be responsible for coordinating all aspects of WCB’s experience management surveys including, but not limited to, programming, testing, deployment, monitoring, and analyzing survey results to uncover actionable insights that will enhance our ability to meet strategic objectives. The role will also work with WCB managers to analyze and identify areas of performance, both individual and thematic, to manage performance indicators going forward.

The Customer Experience Analyst will regularly engage with all service delivery teams and sometimes directly with external customers to maintain an in depth understanding of WCB’s customer journeys and experience, including service processes, touchpoints, technologies and associated data, to inform strategic usage of our survey capabilities and to provide insights about improvements to the customer experience. The role will participate in projects or working groups as required, ensuring the customer experience lens is reflected in internal projects.

The Customer Experience Analyst is the subject matter expert in the day-to-day use and capabilities of the survey software platform. This will involve data collection and analysis, survey configuration and programing, defining invitation parameters, configuration of dashboards, conducting end-to-end tests and quality assurance activities, configuring text analytics preferences and building workflows. They will be a key operational contact with external advisory partners and internal customers, dealing with any day-to-day platform issues, improvements and/or trouble shooting.

Your Experience & Skills

• A university degree in Business Administration, Marketing, Communications, PR or related field.
• A minimum of two years’ experience utilizing and analyzing surveys or databases and producing quantitative and qualitative summaries and reports.
• Experience with Qualtrics XM, or other customer insights software/analytic tools, would be considered an asset.

We offer a competitive compensation package ranging from $60,017 – $75,012.

Application Details

Please email your resume and cover letter to hrdept@wcb.ns.ca by 4pm on October 18, 2024. In the subject line of your email, please quote competition number: JV 146-24 EXT Customer Experience Analyst.

We thank all candidates for their interest. Selected candidates will be contacted to participate in interviews. Please note: WCB is required to check all employment references before presenting an offer to the successful candidate.

Diverse & Inclusive Workplace

The WCB Nova Scotia is an equal opportunity employer, committed to an inclusive workplace culture and an accessible work environment where diversity thrives.

The WCB Nova Scotia is the province’s provider of workplace injury insurance. Our people are safety champions with a caring, compassionate and can-do-attitude. At the WCB Nova Scotia, every employee is an important contributor to our organization’s corporate goals. We strive to advance our inclusive workplace culture by weaving the social, cultural, visible, and invisible differences of our employees into our way of work. We also take inspiration from the diverse communities we serve across Nova Scotia.

We have adopted a foundational Inclusive Workplace Policy that strives to build upon our core values of safety, care and compassion. We stay in practice to increase our cultural competency and strengthen our relationships with community.

The WCB Nova Scotia is committed to an inclusive recruitment process and workplace that is accessible and accommodating to individuals with disabilities and other protected characteristics to support their full participation in the recruitment process and workplace.

Accommodation Request

WCB Nova Scotia is an equal opportunity employer that is committed to working with job candidates and employees to request reasonable accommodation in a confidential manner.

To request accommodation, please contact the Human Resource team by email at hrdept@wcb.ns.ca. All information received will be kept confidential.

To learn more about WCB Nova Scotia, visit www.wcb.ns.ca or connect with us on LinkedIn.

WCB NOVA SCOTIA | WCB.NS.CA | WORKSAFEFORLIFE.CA

The Workers’ Compensation Board of Nova Scotia (WCB)