City : Surrey

Category : PERMANENT FULLTIME

Industry : Insurance

Employer : Westland Insurance Group

We're searching for an Experience Analyst, Insurance Products to join our Business Technology Enablement Office team. Are you searching for new possibilities?

Westland Insurance Group Ltd has an exciting opportunity for a Experience Analyst, Insurance Products in Surrey, BC, located at our head office in a hybrid work environment.

In the position of Experience Analyst, Insurance Products, you will play a critical role in enhancing the experience of employees, brokers, and clients across Westland's delegated authority insurance programs. They gather and analyze feedback, identify experience and workflow opportunities, and translate insights into practical improvements across systems, processes, and product design. Working closely with Underwriting, Insurance Sales Leadership, Claims, and Technology, the role ensures delegated authority products are easy to sell, service, and manage throughout their lifecycle .

Expected Compensation: The expected hiring range for this role is $72,000 to $90,000 with a 35-hour work week. Your rate of pay will be determined based on your individual qualifications and experience while considering 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, Insurance Products, you will work closely with our Product Managers (Commercial & Personal Lines), as well as with other key business stakeholders from our Information Technology (IT), Business Enablement & Client Engagement, Operations, Data Analytics and Underwriting departments, to proactively apply strong critical thinking and problem-solving skills, along with an advanced knowledge of our products and business operations, to ensure that our systems-integrated insurance products are functioning optimally, and that they are supporting and regulating business processes in the intended manner.

Why you'll love Westland:

• An open, flexible and welcoming workplace
• Plenty of opportunities to grow and learn
• Autonomy to own your own success
• Be part of our inclusive culture, alongside an extraordinarily talented community of people with a wide variety of backgrounds
• Total rewards program that takes care of your financial, physical, and mental health
• Flexible paid Commemorative Days to celebrate days important to you
• Amplifying Communities Program to support causes that matter most to our employees and clients

Why we'll love You:

• 5+ years of experience in underwriting operations, product analysis, insurance technology, or experience design, ideally across commercial or specialty lines
• Proven ability to translate business and underwriting needs into intuitive workflows, system requirements, and scalable product solutions
• Experience facilitating discovery sessions, process mapping, journey mapping
• Demonstrated success leading or supporting product launches, including readiness, change enablement, and cross ‑ functional communication
• Skilled in coordinating user acceptance testing (UAT) and validating workflows from quote to claim, ensuring high-quality product delivery
• Strong analytical mindset with the ability to interpret system usage, adoption metrics, and operational data to inform continuous improvement
• High proficiency in documenting clear, actionable requirements, user stories, and process changes, balancing technical feasibility with experience design
• Experience using or applying AI ‑ powered tools (e.g., insights analysis, automation, data modelling)

Once here, you'll:

Insight gathering and requirements:

• Gather underwriting requirements through interviews, workshops, and user-journey reviews; ensure they reflect the needs of employees, brokers, and clients
• Facilitate alignment decisions related to commission structures, incentive programs, and other broker-facing elements
• Translate business and experience needs into clear system specifications, balancing underwriting accuracy with UI/UX best practices
• Design and optimize risk capture workflows, including question sets, document and form templates, rating algorithms, underwriting levels and rules, aimed at meeting business objectives
• Recommend technical approaches for implementing rating models, rules, and policy forms, advocating for simplicity and usability at every step
• Conduct experience ‑ focused workshops to uncover bottlenecks, pain points, and desired outcomes

Employee enablement & change management

• Ensure Insurance Teams, Accounting, and Claims teams are fully enabled with the right tools, processes, and training to support each product
• Collaborate with leaders to identify readiness gaps and remove friction before launch
• Support development of change ‑ management strategies that help teams adopt new workflows confidently and consistently

Workflow design & validation

• Define end-to-end workflows for quoting, issuance, endorsements, renewals, and cancellations, focusing on simplicity and ease of doing business.
• Conduct mini ‑ audits or shadowing sessions to understand current-state employee experience and inform future-state recommendations.
• Compile and obtain Undewriting sign ‑ off for documents and communication templates (proposals, declarations, notices).
• Coordinate end-to-end UAT, ensuring employee feedback is addressed.

Go-to-Market launch support

• Act as a technical and experience escalation point during launch and hypercare.
• Ensure training materials, communications, and documentation meet the needs of front-line employees.

Feedback, analysis & continuous improvement

• Analyze system usage, adoption, and experience data to identify improvement opportunities.
• Maintain and refine a prioritized backlog of enhancements, balancing effort and business value.
• Collect and synthesize feedback from employees to drive meaningful improvements.
• Track post-launch issues and manage their resolution through coordinated batch releases.
• Recommend enhancements that reduce effort, improve accuracy, and elevate the user experience.
• Ensure systems continue to evolve and remain aligned with underwriting needs and user expectations.

#LI-VH1

#LI-Hybrid

Want to get to know each other better? Send your resume our way.