Who needs insurance? Everybody. That keeps us busy. Very busy. At the Intact Lab, we use machine learning, data science, software engineering, AI, agility, UX and design thinking to transform the customer experience for millions of Canadians.
Join our team and get ready to explore, take risks, make mistakes, and learn all day, every day. We’ll support your goals with tools, opportunities, and flexibility. It’s our employee promise.
Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.
Ready to make your mark?

ABOUT THE ROLE

About the position
As a UX Analyst, you will bring to our products and services your understanding of business and systems as well as a human-centered approach. You are an expert facilitator in gathering requirements from the user’s point of view, you seek to identify how data and processes can be improved to generate efficiency, and you are comfortable as a strategist collaborating with multiple experts in a large enterprise. Your aim is to demystify complex problems to design and help bring to life delightful digital experiences as part of customer and employee journeys.
As a member of our team, you’ll lead the entire creative design process: working with stakeholders from the earliest stages of discovery, using design-driven methods to shape how we understand problems, develop ideas and recommendations in collaboration with user experience experts to deliver, and deliver unrivalled employee solutions. You will help establish a common understanding of requirements among stakeholders, identify risks and create documentation. You will work closely with various stakeholders to ensure organizational buy-in, alignment and knowledge transfer.

What you’ll do here

• Inform our strategy and innovation efforts by providing customer and business needs - obtained through qualitative and quantitative research. Create and lead workshops to engage stakeholders and gather requirements with a user-centric mindset.
• Collaborate with designers to translate research results into usable design solutions, document and communicate requirements.
• Produce artifacts such as sketches, process and service diagrams and customer journeys to create a shared understanding of experience across all business areas.
• Conduct user research: customer and stakeholder interviews, focus groups, usability tests, diary studies, etc.
• Design and run a series of creative workshops to involve stakeholders and customers in the design of customer-centric processes.
• Develop visuals and reports to communicate ideas, gain stakeholder buy-in and inspire teams at all levels, from peers to executives.
• Develop functional prototypes in collaboration with designers to test and validate solutions for refinement.
• Collaborate with product owners and business analysts to support the deployment of initiatives through experimentation, testing and learning-based improvements.
• Empathize with and lead stakeholders and customers through their innovation journey.
• Advocate a customer-centric approach throughout the organization.

What you bring:

• At least 5 years’ experience in service design, business analysis, IT analysis and/or designing service design strategies in a large organization.
• Experience in identifying requirements and/or designing solutions for an internal business application or system.
• A strategic thinker who enjoys solving complex problems
• Ability to manage multiple projects and conflicting priorities.
• Analytical, curious and creative.
• Proactive, comfortable in a self-managing culture and able to deal with ambiguity.
• You know how to listen patiently, communicate effectively, present attractively and tell compelling stories.
• You are comfortable interacting at different levels of the organization, from peers to senior management.
• A team player who thrives in a collaborative environment and can provide and receive constructive feedback.
• Strong visualization skills to communicate design ideas.
• Expertise in usability, user-centered design and design thinking practices.
• Experience with design tools
• No Canadian work experience required however must be eligible to work in Canada.
• Bilingualism required (French / English) – For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country

LI-Hybrid

Working here means you’ll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success
• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
• An extensive flex pension and benefits package, with access to virtual healthcare
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• An annual wellness account that promotes an active and healthy lifestyle
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
• Inspiring leaders and colleagues who will lift you up and help you grow
• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as uniqu