Our priority is the health and wellness of employees and the people of Ontario. As such, this position may involve working from home for part of the duration of this position. The WSIB model mixes working from home, office and field.

About the Workplace Safety and Insurance Board (WSIB)

We’re here to help. When an injury or illness happens on the job, we move quickly to 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 are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca.

At the WSIB, you’ll have the opportunity to:

• 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 also receive a competitive salary, along with a comprehensive benefit package and defined benefit pension plan.

Salary: $84,363.78

This is a temporary opportunity up to 12 months.

Job Summary:

The Design Researcher is responsible for defining and evaluating the customer experience for our products and services, both digital and non-digital. The Design Researcher serves as an independent, neutral resource to the WSIB and customers in the research and development of customer experience research, strategy, and initiatives with the aim of creating a world-leading customer experience for the workers, employers, and health care professionals of Ontario. This involves:

• Soliciting and acting upon direct customer feedback, surveys, and front line staff feedback regarding WSIB’s products and services;
• Identifying and recommending continuous service improvements that support established customer service excellence, measurements and targets;
• Assisting with the development of and facilitate the adoption of strategic change recommendations to ensure the WSIB is a customer-driven service culture.

Key Accountabilities and Responsibilities:

1. 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. Stay current on developing trends and best practices in design research, and actively contribute to the design research community through writing and presentations.

2. Lead the end-to-end execution of academically-rigorous contextual and discovery research to unearth the needs and motivations of all WSIB’s customers, and develop a deep understanding of the customer experience from an “outside in” view.

3. Conduct mixed methods (qualitative & quantitative) data analysis on customer research to determine key findings, insights, and recommendations, and identify the need for additional data, as required.

4. Develop and present complex research findings and insights to business partners, Senior Executives, project leads, front line staff and other colleagues across the organization to help guide and refine the development of customer centric concepts, products and services.

5. Develop and deliver design thinking workshops to blended teams of internal and external stakeholders, including front line employees, middle management, Senior Executives, and all customer segments. Lead teams through the process of unpacking research findings and facilitate the co-synthesis of insights. Help teams understand their customers more deeply and develop a shared point of view on the customer problem to be solved and the design challenge to be tackled.

6. Manage end-to-end customer touchpoint testing process for non-digital solutions, from recruiting participants, designing test tasks, and preparing discussion guides, to test moderation, analysis and the presentation of results.

7. Manage an online customer community, and maintain regular engagement with all primary customer segments across both online and offline channels.

8. Serve as the voice of the customer and a persuasive customer advocate. Support the development and implementation of enterprise-wide customer specific strategies and service commitments.

9. Lead, conduct or participate as a project member on concurrent activities and projects for the successful development and implementation of continuous service improvement initiatives (i.e., process changes) within the branch and cross-functional teams within WSIB business areas as required. Develop detailed project plans involving a variety of internal and external customers.

10. Perform other related duties as assigned or required.

Job Requirements:

Education

• University degree at the undergraduate level.

Experience

• Three years prior experience in customer experience and ethnographic research, digital marketing or digital media, customer touchpoint-testing, execution of design thinking methodologies (design research and facilitation) and data analysis.

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.

The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.

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. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca.

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. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

To apply for this position, please submit your application by December 3, 2023 at 11:59 PM through our careers page: www.wsib.ca/en/careers.