Customer Experience Analyst

Customer Experience Analyst
Permanent Full-Time Position
Regina or Saskatoon  

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.

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.