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Design Researcher

1 month ago

London, Ontario, Canada DesignX Community Full time

About the Workplace Safety and Insurance Board (WSIB)

We help workers, employers, and healthcare professionals when an injury or illness happens on the job. We provide wage-loss benefits, medical coverage, and support to help people get back to work.

Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We cover over five million people in more than 300,000 workplaces across Ontario.

Opportunities at the WSIB
  • Explore many career paths and follow your passion
  • Continuously learn and grow professionally
  • Be recognized for the great work you do
  • Participate in programs that support your health and wellbeing

You'll receive a competitive salary and may be eligible to participate in our health and dental plan. We're establishing our new head office in London and looking to grow our team in this region. Candidates located in this region will be given preference.

We have different ways of working and lifestyles. We're committed to a mix of working in the office, in the field, and from home. You have some flexibility in terms of where and how work gets done to help you balance your personal life and career goals.

Job Summary

The Design Researcher is responsible for defining and evaluating the customer experience for our products and services, both digital and non-digital.

Key Responsibilities
  • Solicit and act upon direct customer feedback, surveys, and front-line staff feedback regarding WSIB's products and services.
  • Identify and recommend continuous service improvements that support established customer service excellence, measurements, and targets.
  • Assist with the development of and facilitate the adoption of strategic change recommendations to ensure the WSIB is a customer-driven service culture.
Major Duties and Responsibilities
  • Plan, design, and prepare for the execution of high-quality customer research activities to support the design, development, and continuous improvement of WSIB's digital and non-digital services.
  • Clarify research objectives and prioritize research questions based on customer experience goals.
  • Pursue a variety of qualitative research methods, including developing innovative research methodologies.
  • Determine the best method of participant recruitment.
  • Build scripts that effectively communicate to customers the value and benefits of their participation.
  • Manage the participant recruitment process.
  • Lead the end-to-end execution of academically rigorous contextual and discovery research.
  • Run a broad range of research engagements.
  • Ensure quality of research, and drive improvements in practice.
  • Conduct mixed methods (qualitative & quantitative) data analysis.
  • Maintain a single data repository to capture, track, and report on customer experience research data.
  • Manage relationship with third-party provider(s) of online customer experience analytics.
  • Analyze customer data, identify patterns, and synthesize findings.
  • Translate research findings into actionable recommendations.
  • Develop and present complex research findings and insights to business partners.
  • Develop and deliver design thinking workshops.
  • Manage agile and waterfall end-to-end customer touchpoint testing processes.
  • Develop an expert understanding of customer needs and champion these.
  • Generate Voice of the Customer Reports.
  • Work closely with colleagues in Data & Analytics.
  • Provide continuous feedback to Service Excellence leadership team.
  • Analyze customer feedback, needs, expectations, and WSIB's performance results.
  • Represent the branch/division on intra- and inter-departmental committees.
  • Provide consultative advice to business owners.
  • Conduct research into leading edge and industry-wide best practices.
Education and Experience Requirements

University degree at the undergraduate level required.

Three years prior experience in customer experience and ethnographic research required.

Our Commitment to Equity, Diversity and Inclusion

We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.

Disclosing Conflicts of Interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust.

Privacy Information

We collect personal information from your resume, application, cover letter, and references under the authority of the Workplace Safety and Insurance Act, 1997.