Customer Experience Analyst
About the role
Customer Experience Analyst
Permanent Appointment
Regina or Saskatoon Location
Job Summary
The customer experience analyst leads the work of the Voice of the Customer and
plans, coordinates, analyzes and reports on findings of internal and external customer research studies on various customer issues related to the efficient and effective operation of WCB programs, services and systems. This role will support business partners and offer recommendations on processes, methods and tools and act as a liaison with and between external customer research service providers. Conducts research and provides in-depth analysis of customer research to inform operational decision making and changes to WCB policy, procedures and practices.
Duties & Responsibilities
- Leads market research with internal business stakeholders to design and implement strategies that meet customer feedback needs and coordinates voice of the customer feedback processes including assessing how to best fulfill need for data, actioning data capture, analyzing results and providing results and reports that can be used to inform corporate decision making.
- Builds/designs, and programs surveys to address data needs. Administers surveys to ensure data quality and quantity needs are fulfilled. Analyzes data received and creates reports that inform decision making, demonstrate solid analytical and communication skills and the effective use of analytical tools/software.
- Reviews and assesses quality of customer feedback and reporting provided by external contract survey research provider. Collaborates on implementing refinements and improvements to analysis and reporting methods used by external resource to collect relevant, useable customer feedback data.
- Analyzes and interprets the results of customer research studies and communicates results to internal clients, both in verbal debriefings and in written records.
- Represents the Saskatchewan WCB to the Institute for Citizen-Centred Services (ICCS), who oversee the research methodology used in customer satisfaction surveying by member public sector organizations. May represent the WCB on industry or other committees tasked with customer improvements or projects.
- Coordinates the contract resources that conduct WCB external customer surveying and focus groups, including customer feedback data, customer satisfaction surveys and customer research surveys.
- Develops, administers and prepares customer experience/feedback reports for WCB internal business units, committees and management. Responds to requests from Board, Executive, management for customer experience related information and surveys.
Qualifications
Bachelor’s degree in business administration, statistics or a related field
Four (4) years successful experience demonstrating the ability to do the
following:
- Strong networking and interpersonal skills to establish internal and external working relationships
- Collecting, analyzing, interpreting, summarizing and reporting on both qualitative and quantitative data
- Designing long term and out-come-based research studies, and survey instruments.
- Planning, conducting, interpreting and reporting on research studies
- To select and apply appropriate research techniques and sources of information in the solution of customer-related problems
- To instruct in the techniques of collecting, interpreting and tabulating data
- To maintain good working relations with the departments and the public
- To prepare reports containing:
- valid, reliable and credible conclusions
- detailed analysis
- clear, understandable logic
- Good oral and written communication skills
Salary
Pay Group 8 ($62,033.40 - $79, 208.22 per year)
Applications
It is the responsibility of the applicant to ensure that the application is
received through the online application system prior to close. Each application must include a cover letter explaining how each qualification is met and an updated resume.
The Saskatchewan Workers' Compensation Board is committed to achieving a
representative workforce. Members of designated groups (women, aboriginal people, people with disabilities and visible minorities) are encouraged to apply.
Application Deadline: August 9, 2026
Workers’ compensation insurance is a provincial responsibility. Each Canadian
province and territory has its own workers’ compensation legislation.
The Saskatchewan Workers’ Compensation Board (WCB) operates like an insurance
company. We provide guaranteed benefits and programs to injured workers in industries covered by The Workers’ Compensation Act, 2013 and we protect registered employers from lawsuits when a workplace injury happens.
The Saskatchewan WCB was established in 1911 because of a historic compromise
between Saskatchewan workers and employers. Under that compromise, workers injured on the job in covered industries do not have to pay for the benefits they receive or sue their employers to get them. Costs are paid entirely by Saskatchewan employers in covered industries. This is referred to as a no-fault insurance system, also referred to as the compensation system.
The WCB’s vision is to eliminate injuries and restore abilities. This is the
fundamental driver of all that we do on behalf of our customers – the workers and employers of the province. The WCB is governed by The Workers’ Compensation Act, 2013.
Communications provides marketing and internal and external corporate
communications support to leadership, staff and stakeholders of the WCB. This department is also responsible for media relations and event management.
About Saskatchewan Workers' Compensation Board
Workers’ compensation insurance is a provincial responsibility. Each Canadian province and territory has its own workers’ compensation legislation. All compensation systems are based on an historic compromise dating back 100 years. In that compromise, employers agree to cover the costs of workers’ compensation insurance and benefits, and in return receive protection from civil law suits when an injury occurs. In return for giving up their right to sue an employer if they were hurt on the job, workers receive a guarantee of benefits – including wage loss.
We operate like an insurance company. We protect registered employers from lawsuits when a workplace injury happens and we provide guaranteed benefits and programs to injured workers in industries covered by the Act. Our costs are funded entirely by premiums paid by employers in covered industries. The premiums are based on injury frequency and costs. Any injured worker in an industry covered by the Act can claim benefits and programs. Any employer in an industry covered by the Act must register with us and pay invoiced premiums.
We see the effects of workplace injuries every day and believe that even one injury is too many. That’s why we are leaders in promoting workplace safety and injury prevention.
Similar Jobs
Customer Experience Analyst
About the role
Customer Experience Analyst
Permanent Appointment
Regina or Saskatoon Location
Job Summary
The customer experience analyst leads the work of the Voice of the Customer and
plans, coordinates, analyzes and reports on findings of internal and external customer research studies on various customer issues related to the efficient and effective operation of WCB programs, services and systems. This role will support business partners and offer recommendations on processes, methods and tools and act as a liaison with and between external customer research service providers. Conducts research and provides in-depth analysis of customer research to inform operational decision making and changes to WCB policy, procedures and practices.
Duties & Responsibilities
- Leads market research with internal business stakeholders to design and implement strategies that meet customer feedback needs and coordinates voice of the customer feedback processes including assessing how to best fulfill need for data, actioning data capture, analyzing results and providing results and reports that can be used to inform corporate decision making.
- Builds/designs, and programs surveys to address data needs. Administers surveys to ensure data quality and quantity needs are fulfilled. Analyzes data received and creates reports that inform decision making, demonstrate solid analytical and communication skills and the effective use of analytical tools/software.
- Reviews and assesses quality of customer feedback and reporting provided by external contract survey research provider. Collaborates on implementing refinements and improvements to analysis and reporting methods used by external resource to collect relevant, useable customer feedback data.
- Analyzes and interprets the results of customer research studies and communicates results to internal clients, both in verbal debriefings and in written records.
- Represents the Saskatchewan WCB to the Institute for Citizen-Centred Services (ICCS), who oversee the research methodology used in customer satisfaction surveying by member public sector organizations. May represent the WCB on industry or other committees tasked with customer improvements or projects.
- Coordinates the contract resources that conduct WCB external customer surveying and focus groups, including customer feedback data, customer satisfaction surveys and customer research surveys.
- Develops, administers and prepares customer experience/feedback reports for WCB internal business units, committees and management. Responds to requests from Board, Executive, management for customer experience related information and surveys.
Qualifications
Bachelor’s degree in business administration, statistics or a related field
Four (4) years successful experience demonstrating the ability to do the
following:
- Strong networking and interpersonal skills to establish internal and external working relationships
- Collecting, analyzing, interpreting, summarizing and reporting on both qualitative and quantitative data
- Designing long term and out-come-based research studies, and survey instruments.
- Planning, conducting, interpreting and reporting on research studies
- To select and apply appropriate research techniques and sources of information in the solution of customer-related problems
- To instruct in the techniques of collecting, interpreting and tabulating data
- To maintain good working relations with the departments and the public
- To prepare reports containing:
- valid, reliable and credible conclusions
- detailed analysis
- clear, understandable logic
- Good oral and written communication skills
Salary
Pay Group 8 ($62,033.40 - $79, 208.22 per year)
Applications
It is the responsibility of the applicant to ensure that the application is
received through the online application system prior to close. Each application must include a cover letter explaining how each qualification is met and an updated resume.
The Saskatchewan Workers' Compensation Board is committed to achieving a
representative workforce. Members of designated groups (women, aboriginal people, people with disabilities and visible minorities) are encouraged to apply.
Application Deadline: August 9, 2026
Workers’ compensation insurance is a provincial responsibility. Each Canadian
province and territory has its own workers’ compensation legislation.
The Saskatchewan Workers’ Compensation Board (WCB) operates like an insurance
company. We provide guaranteed benefits and programs to injured workers in industries covered by The Workers’ Compensation Act, 2013 and we protect registered employers from lawsuits when a workplace injury happens.
The Saskatchewan WCB was established in 1911 because of a historic compromise
between Saskatchewan workers and employers. Under that compromise, workers injured on the job in covered industries do not have to pay for the benefits they receive or sue their employers to get them. Costs are paid entirely by Saskatchewan employers in covered industries. This is referred to as a no-fault insurance system, also referred to as the compensation system.
The WCB’s vision is to eliminate injuries and restore abilities. This is the
fundamental driver of all that we do on behalf of our customers – the workers and employers of the province. The WCB is governed by The Workers’ Compensation Act, 2013.
Communications provides marketing and internal and external corporate
communications support to leadership, staff and stakeholders of the WCB. This department is also responsible for media relations and event management.
About Saskatchewan Workers' Compensation Board
Workers’ compensation insurance is a provincial responsibility. Each Canadian province and territory has its own workers’ compensation legislation. All compensation systems are based on an historic compromise dating back 100 years. In that compromise, employers agree to cover the costs of workers’ compensation insurance and benefits, and in return receive protection from civil law suits when an injury occurs. In return for giving up their right to sue an employer if they were hurt on the job, workers receive a guarantee of benefits – including wage loss.
We operate like an insurance company. We protect registered employers from lawsuits when a workplace injury happens and we provide guaranteed benefits and programs to injured workers in industries covered by the Act. Our costs are funded entirely by premiums paid by employers in covered industries. The premiums are based on injury frequency and costs. Any injured worker in an industry covered by the Act can claim benefits and programs. Any employer in an industry covered by the Act must register with us and pay invoiced premiums.
We see the effects of workplace injuries every day and believe that even one injury is too many. That’s why we are leaders in promoting workplace safety and injury prevention.