Specialist, CX Engagement

BCAA • Full-time • Burnaby, British Columbia, Canada • C$ 44.22 - C$ 55.28 / hour • 6d ago

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 looking for a CX Engagement Specialist to be apart of the Customer Experience (CX) Team! This is a temporary role that will end August 28, 2026.

You will support the awareness, understanding, adoption and commitment of BCAA’s Customer Experience Vision and Principles. In partnership with internal stakeholders, you will support the design, implementation, and management of Customer Experience Engagement projects to deliver on BCAA’s omnichannel strategy. You will lead reporting and communication of data and insights for CX metrics and key performance indicators (KPIs) to help inform BCAA’s omnichannel CX roadmap and priorities.

Who you are:

You are collaborative, possesses strong analytical skills and have the ability to produce actionable insights.
Adaptability, flexibility, and a results-driven approach are integral to your work, ensuring successful CX initiatives and fostering a culture of customer-centricity within BCAA.
You have the skills to manage projects and support change management in organization wide CX initiatives.
You see the big picture and think strategically to execute methodically
You’re an effective communicator both with writing and verbally with the ability to build strong relationships at all levels across the organization. 
You are adept at data storytelling methods and ability to communicate complex concepts in a simple manner

During a typical day, you will:

Create plans, tactics, and initiatives that support and influence an organization-wide cultural shift to be more customer centric and engage in operationalizing BCAA’s CX vision and principles.
Partner with key stakeholders to establish an organization wide CX governance model and program, including defining and monitoring metric and key performance indicators (KPIs); identify gaps, assess areas of opportunity, gain alignment on priorities, and develop and execute action plans.
Provide guidance on CX best practices, frameworks and methodologies.
Monitor and report on customer feedback data leveraging different dashboards and by compiling a CX Pulse Report.
Translate customer feedback data into insightful and relevant information to support internal business processes and strategies.
Coordinate data and information from disparate sources including surveys, Google analytics and secondary data sources to create a unified view for business areas to better understand focus areas and opportunities.
Support development and execution of a comprehensive plan and approach for collaborating with business units across BCAA to establish and monitor objectives and key results (OKRs) that align with and support the delivery of BCAA’s omnichannel CX vision, strategy, and roadmap.

What you bring:

Bachelor’s degree in Business, Economics, Marketing or Customer Experience
3 to 5 years' experience in market or customer research, organizational change management, CX, marketing, or operations.
Experience in analyzing data with strong quantitative and qualitative analytical skills to extract actionable insights and develop recommendations
Basic understanding of CX strategies, best practices, and methodologies
Experience building or supporting designing of customer experience strategies and plans
Advanced MS Office Skills (Excel: Queries, pivot tables, Outlook, Word, PowerPoint)
Familiarity with Google Looker Studio, Qualtrics, and Power BI
Bonus Qualifications:
Experience with change management, in terms of both evolving programs and team culture, is an additional asset

The hourly rate range for this position is $44.22to $55.28 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%.

Internal Applicants: The last day to apply for this role is end of day May 27. 2025. Please note this is a Grade 12 position.

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.

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