Description

Customer Experience Analyst

Regina or Saskatoon Location

Permanent Appointment

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:

1. 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.

2. 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.

3. 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. 

4. Analyzes and interprets the results of customer research studies and communicates results to internal clients, both in verbal debriefings and in written records.  

5. 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.  

6. Coordinates the contract resources that conduct WCB external customer surveying and focus groups, including customer feedback data, customer satisfaction surveys and customer research surveys. 

7. 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.

Requirements

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