JOB TITLE: Customer Experience Analyst (Existing Position)

STATUS: Permanent, Full Time

LOCATION: Home Office Based

Candidates are required to reside in the province of Ontario (or National Capital Region), maintain a private and safe workspace, and have a high-quality internet connection.

HOURS OF WORK: 35 hours/week

JOB SUMMARY

Under the direction of the Manager, Business Intelligence, the Customer Experience Analyst provides internal consulting to staff, process owners, management and WSPS leadership to improve business process and organizational performance. The Customer Experience Analyst conducts research and analyses customer experience data into actionable insights to support planning and organizational performance as well as leads the establishment, maintenance and coordination of the customer experience infrastructure. In addition, this role supports the analysis, insights, and reporting towards quarterly Transfer Payment Agreement (TPA) survey reporting metrics for MLITSD reporting purposes, and WSPS Organizational Performance Objectives Metrics.

RESEARCH, ANALYSIS & REPORTING (65%)

• Manage customer experience and relationship surveys. This can include coordinating work by other staff. Aspects may include:
• Creation and/or presentation of results reports in support of requestors, process owners, OMT, SLT, BOD.
• Provide customer experience intelligence to strategic business units through collection, integration, analysis and interpretation of data in order to communicate insights to internal and external customers.
• Leverage customer feedback and understand the customer experience journey to develop and enhance customer experiences.
• Determine trends in customer experience to support strategic decision-making, and support WSPS’ position in the market.
• Develop reports and actionable recommendations, based upon customer experience survey results, to support the overall analysis for the business, our products and services providing insights that support senior leadership decision-making.
• Monitor, measure, and report the Net Promoter Score, including key promotors and detractors, and other required performance metrics (internal and external).
• Development, and execution of the WSPS Customer Experience Strategy in support of our corporate objectives.
• Assess Ministry reporting guidelines, specifications, and templates to support process and system enhancements for accurate survey data collection, and reporting of transfer payment agreement (TPA) requirements.
• Design, implement and report on customer experience (CX) measures and or indicators that align with the MLITSD outcomes mandate.
• Support analysis, insights, and reporting towards quarterly Transfer Payment Agreement (TPA) survey reporting metrics for MLITSD reporting purposes, and WSPS Organizational Performance Objectives Metrics.
• Act as a lead in the annual performance measures commitment setting process for Customer Survey TPA and Corporate metrics, providing guidance and facilitation across divisional managers. Conducting a deep-dive data analysis on trends to support target setting exercises related to the organizational internal and external performance survey related.
• Project manage customer experience projects, or components of larger projects that have a customer experience component, as required.

PROVIDE SUBJECT MATTER EXPERTISE & SUPPORT (15%)

• Acts as SME (Subject Matter Expert), provides support and guidance to process owners, WSPS management and stakeholders, fulfilling customer feedback/experience oriented requests and undertaking projects.
• Act as a SME and provide analytic design support and guidance to support Ministry reporting guidelines to support accurate survey data collection, and reporting of transfer payment agreement (TPA) requirements and WSPS Organizational Performance Objectives Metrics.
• Scope of services may vary in support of Internal or External Stakeholders including; establishing and improving customer experience process design, controls and documentation. Reporting on customer experience insights for strategic/business/market planning, product strategy and development, Corporate and TPA Ministry Reporting. Establishing performance measures and reports.
• Support the development of dashboards and reports to communicate Customer Experience (CX) outcomes to external and internal teams.
• Translate data into compelling narratives that highlight impact, gaps and recommendations to senior leadership.
• Present findings to senior leadership executives, board members, etc. Actively participate on the development of survey strategies using Qualtrics or equivalent tools to capture stakeholder feedback.
• Recommend and utilize survey tools for solutions supporting customer contracts. Assessing and/or supporting proposals that includes evaluations.
• Assess requests for service by assessing needs. Where appropriate prepares proposals and plans for work to be completed, and obtains agreement of customer, stakeholders and manager.
• Assignments can include working with, and coordinating work of project teams, preparation of formal reports and preparing and delivering presentations.
• Research and analyze existing Customer Experience data collecting and reporting processes to identify gaps and recommend strategies for continuous process improvement.

INFRASTRUCTURE DEVELOPMENT, MAINTENANCE & SUPPORT (15%)

• Play a lead role in the development, planning, implementation and coordination of specific aspects of the WSPS customer feedback/experience management infrastructure. This can include coordinating work by other staff. Aspects may include:
• Maintain current knowledge of customer experience management to support strategic, business and market planning and reporting on customer feedback/experience metrics.
• Identify mechanisms and processes for collection of customer feedback/experience data and documenting future data and reporting requirements.
• Coordinate with IT while utilizing WSPS business systems and customer feedback/experience technology and processes for organization access to reports and data.
• Build and maintain Customer Experience Surveys, Survey Dashboards, and Reports.
• Act a primary contact internally supporting user requests and resolving survey tool issues.

INTERNAL SUPPORT, AUDIT PREPERATION & OTHER DUTIES (5%)

• Ensure survey processes compliance with privacy laws and ethical standards, especially when collecting sensitive information.
• Monitor data integrity across CX tools like Qualtrics or other systems alike to ensure accurate reporting and traceability for audit trails.
• Document procedures and controls related to survey deployment, data storage, and reporting to support audit readiness.

CONTRIBUTES TO A HEALTHY AND SAFE WORK ENVIRONMENT (at all times)

• Comply with all Health and Safety policies, procedures and company rules established in WSPS Occupational Health and Safety Management System (OHSMS).
• Contribute to promoting a healthy, safe, and respectful culture.
• Comply with the Occupational Health and Safety Act and regulations.

Skills and Experience

Minimum:

• University degree in Business or related discipline; equivalent level of education and experience may be considered.
• 3 years within the field of process/organizational improvement, business analysis, and performance measurement.
• 3 years within the field of customer experience management, training on customer survey methods and technology.
• Project management and process management.

Preferred:

• University degree in Business or related discipline.
• Certified Customer Experience Professional (CCXP designation).
• 5 years within the field of process/organizational improvement, business analysis and performance measurement, including a practical understanding of common business processes.
• 5 years within the field of customer experience management, including a practical understanding of customer experience strategy, measurements, tools and methods.

Additional Requirements:

• Candidates are required to reside in the province of Ontario (or National Capital Region), maintain a private and safe workspace, and have a high-quality internet connection.
• An all-employee meeting (Staff Days or equivalent) will be organized annually. All employees are required to attend the annual meeting in person. Occasional team meetings may be required in person.

Application Information

Deadline for Application: Tuesday, July 29, 2025 by 4:00 pm eastern time

To Apply: Visit our Employment Opportunities page and click Start Application to apply!

*Please note, all applicants must apply through our Applicant Tracking System*

Feel like you have some of the requirements but not all? We welcome applications from all candidates including those whose knowledge, skills and experiences have been developed through alternative pathways from the requirements listed.

We believe that diverse backgrounds and unique perspectives make us stronger. Workplace Safety & Prevention Services (WSPS) is committed to being an equal opportunity employer, creating an inclusive work environment and encouraging employees to be their most authentic self.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Workplace Safety & Prevention Services (WSPS) will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.

We thank all those that apply, however, only those selected for further consideration will be contacted.