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 hiring a Regular Full-Time Specialist, CX Digital Transformation! This hybrid role is based in our Burnaby Head Office, with in-office days Tuesday through Thursday to support collaboration, innovation, and connection.
At BCAA, we're creating digital experiences that make life better for our Members. The Customer Experience (CX) Digital Transformation Specialist plays a key role in that journey, using data, customer insights, and feedback to uncover opportunities, enhance digital experiences, and drive meaningful improvements across online sales, service, and self-serve channels. This role helps ensure every digital interaction is simple, seamless, andMember-focused.
Who you are:
- You bring experience in customer experience, digital analytics, digital product optimization, business analysis, or a related field.
- You have a strong understanding of digital customer journeys and are skilled at turning data, feedback, and insights into meaningful recommendations and action.
- You have experience measuring digital performance, defining success metrics, and evaluating the impact of enhancements and initiatives.
- You are a collaborative relationship builder who works effectively across business and technology teams to deliver customer-focused solutions.
- You communicate complex ideas clearly and confidently, using data-driven storytelling to influence decisions and drive action.
- You are passionate about creating simple, intuitive, and accessible experiences that meet customer needs.
- You bring a continuous improvement mindset, proactively identifying opportunities to enhance customer and business outcomes.
- You stay current on emerging trends and best practices in customer experience, digital analytics, accessibility, and AI.
Whatyou’lldo:
- Monitor and analyze digital sales, service, and self-serve journeys using tools like Google Analytics and Glassbox to identify customer friction points and opportunities to improve experience, conversion, and engagement.
- Synthesize customer and digital insights from analytics, Voice of the Customer (VoC), surveys, feedback, and benchmarks to develop actionable recommendations and improvement plans.
- Define measurement requirements for digital enhancements, validate data collection, and evaluate the impact of new features and initiatives.
- Partner with cross-functional teams to prioritize, implement, and optimise digital experience improvements across customer journeys.
- Deliver reporting and insights that inform decision-making and support BCAA's customer experience transformation priorities.
- Apply customer experience, human-centered design, and accessibility best practices to enhance digital journeys, self-service experiences, and content.
- Coordinate testing, post-launch monitoring, and continuous improvement activities to ensure solutions achieve intended customer and business outcomes.
- Track and communicate the progress, outcomes, and learnings of CX initiatives using customer and digital performance metrics.
- Champion BCAA's CX Vision and Principles through stakeholder engagement, storytelling, and collaboration.
- Stay informed on emerging trends and best practices in customer experience, digital analytics, accessibility, and AI to help evolve CX capabilities across BCAA.
What you bring:
- Diploma or degree in Business, Marketing, Communications, Digital Experience, Analytics, or a related field.
- 5+ years of experience in digital customer experience, digital analytics, web content, digital marketing, customer insights, or a related discipline, or an equivalent combination of education and experience.
- Strong analytical skills with the ability to translate customer and digital data into actionable insights and recommendations.
- Hands-on experience with digital analytics and customer insight platforms, including Google Analytics (GA4),Glassbox, Qualtrics, Voice of the Customer (VoC) tools, or similar solutions.
- Experience using content management systems (CMS) and supporting digital content or customer journey optimization.
The salary range for this position is $82,899.60 to $103,624.44 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.
