Specialist, Customer Experience Transformation

Why BCAA?

Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose – delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward.
 

We are currently hiring a Regular Full-Time Specialist, Customer Experience Transformation!

This is a hybrid role based on our Burnaby, BC (British Columbia) Head Office. Applicants who are not located within commuting distance of our 4567 Canada Way office will not be considered for this position.   

As a Specialist, Customer Experience Transformation, you’ll help make experiences easier and more engaging for BCAA customers and team members. You’ll bring together customer insights, data and technology to identify opportunities, improve customer journeys and help bring CX initiatives to life. From evolving our Salesforce Knowledge Base to exploring automation, AI and self-service capabilities, you’ll play a hands-on role in how BCAA continues to modernize the customer experience.

Who You Are

• You’re a customer-focused problem solver who’s curious about how experiences can be made better.
• You’re a strong communicator and storyteller who can turn complex information into clear, engaging messages.
• You’re collaborative and enjoy building relationships and working across different teams.
• You’re analytical and comfortable using data, feedback and insights to identify opportunities and recommend solutions.
• You’re a self-starter who can navigate changing priorities and move work forward independently.
• You’re curious about emerging customer experience practices and technologies and bring a continuous-learning mindset.

What You’ll Do

• Manage and continuously improve BCAA’s Salesforce Knowledge Base and content-management practices.
• Use customer insights, employee feedback, analytics and search behaviour to identify gaps and opportunities for improvement.
• Partner with teams across BCAA to reimagine customer journeys and deliver CX improvements across channels.
• Apply customer experience and user-centred design practices to identify pain points and turn insights into practical solutions.
• Support CX initiatives from requirements and testing through implementation, adoption and continuous improvement.
• Track results and CX measures, turning data and feedback into actionable recommendations.
• Explore emerging technologies, including automation, AI, chatbots and digital self-service, to improve customer and team member experiences.

What You Bring

• A diploma or degree in Business, Marketing, Customer Experience, Communications, Operations or a related field, or an equivalent combination of education and experience.
• 3–5 years of experience in customer experience, knowledge or content management, digital transformation, operations, communications or a related field.
• Strong communication, collaboration and stakeholder-engagement skills.
• Experience using customer feedback, operational data and analytics to identify opportunities and recommend improvements.
• Experience with Salesforce Service Cloud, Salesforce Knowledge, Salesforce Experience Cloud or similar content-management and CX platforms.
• Familiarity with automation, AI, chatbot, contact-centre or digital self-service technologies.
• Experience in customer service, operations or marketing, ideally within the insurance industry.

The salary range for this position is $85,801.08 to $107,251.32  and is determined via job-related knowledge, skills, experience, certifications, market demand and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 9%, with the opportunity to earn up to 15%

What we offer:

• The chance to make a difference every day in the lives of British Columbians, BCAA Members and our communities.

• Career and personal development to help you grow and reach your goals.

• Incentives that recognize team and individual sales and performance.

• Flexible benefits to support your health and lifestyle, and wellness dollars* to keep your body, mind and soul thriving.

• A competitive rewards package including salary performance bonus programs, pension plan*, and more to help build your personal wealth.

• Paid time off including vacation, and days for wellness, volunteering, and cultural, spiritual or religious connection.

• BCAA membership, with valuable perks and Member savings on every day and special spending, from gas and coffee to clothes, sports and event tickets, and hotels.

• Meaningful, rewarding work for a BC Top Employer known for putting people first and constantly building a better workplace for all our team members.

*for permanent employees

We’re always looking for amazing people like you. Apply today!

BCAA is an Equal Opportunity Employer, committed to providing accessible, inclusive employment. We have a long-standing partnership with the Presidents Group which strives to increase employment opportunities for people living with disabilities, and champion accessible employment in BC. If you need personalized support through application and recruitment, please contact HRAccommodations@bcaa.com.