202507 - 8230 - Customer Experience Analyst

Workplace Safety & Prevention Services; Ontario; Hybrid; CAD 65,000 - 85,000; Full time

Job summary

Workplace Safety & Prevention Services is seeking a Customer Experience Analyst to improve organizational performance through data analysis and customer insights. The role involves managing surveys, providing strategic recommendations, and supporting stakeholders across the organization. Candidates must have a strong background in customer experience management and process improvement, and reside in Ontario.

Benefits

Flexible working arrangements

Comprehensive health and dental benefits

Generous vacation and leave entitlements

Qualifications

• 3 years of experience in process/organizational improvement.
• 3 years in customer experience management and survey methods.
• Project management and process management experience.

Responsibilities

• Manage customer experience and relationship surveys throughout the year.
• Provide insights based on customer feedback and conduct data analyses.
• Project manage customer experience initiatives.

Skills

Customer experience management

Data analysis

Project management

Process improvement

Education

University degree in Business or related discipline

Job description

Career Opportunities with Workplace Safety & Prevention Services

A great place to work.

Careers At Workplace Safety & Prevention Services

Current job opportunities are posted here as they become available.

202507 - 8230 - Customer Experience Analyst

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

About Us

Workplace Safety & Prevention Services (WSPS) is a not-for-profit organization committed to protecting Ontario’s workers and businesses. It serves more than 174,000 member firms and 4.2 million workers across the agricultural, manufacturing and service sectors. A proud partner in the province’s occupational health and safety system and a trusted safety advisor since 1917, WSPS has a rich history of making workplaces safer.

Our focus on healthy workplaces extends to our own safety culture. We’re committed to helping our employees thrive in a remote first work environment and are proud to be certified as a 2024 Great Place to Work.

Why Work with WSPS

As a member of our team, you'll benefit from a compensation package aimed at keeping you happy, healthy, motivated and safe. Highlights include:

Flexible working arrangements within the province of Ontario

Comprehensive life and health benefits (100% company paid Health & Dental)

Generous vacation and leave entitlements (including paid time off over Christmas and New Year's, paid parental leave benefits)

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.

Key Responsibilities

Note: Percentages refer to approximate % of time spent on each area, over the course of a given year

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.

Manage multiple survey projects utilizing a variety of methodologies/approaches.

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.

Transform raw customer feedback/experience data analysis findings into actionable insights and recommendations, and clearly communicate the findings through reports and presentations.

Support enhancements within WSPS relating to efficiency and effectiveness of customer experience analytics.

Leverage customer feedback and understand the customer experience journey to develop and enhance customer experiences.

Keep abreast of the WSPS strategic direction and supports business planning, including contribution to the annual market plan.

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.

Project Management.

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.

Identify key objectives and expectations regarding custom survey projects.

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 (10%)

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.

Continuously improve processes for prioritizing both proactively identified and externally requested information and analysis as well as finding ways to improve quality, productivity and communication.

Support ad hoc requests as required.

Process lead for the Customer Experience Process.

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.

COLLABORATION & RELATIONSHIP BUILDING (5%)

Establish and maintain internal and external relationships that will assist WSPS in achieving objectives.

Build trust among colleagues and internal clients through the use of candor, honesty and integrity.

Persuade internal clients on the benefits of customer experience management approaches, initiatives and services, creating support and demand for services in targeted areas.

Mentor/Coach Coordinator, Business Intelligence on Customer Experiences tools, processes, and best practices.

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.

Ensure ethical data collection practices, especially when dealing with sensitive demographic information.

Maintain data privacy standards in line with Canadian regulations like PIPEDA.

Monitor survey fatigue and ensure respectful engagement with vulnerable populations.

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.

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

*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.