Manager, 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.

• A customer‑centric leader with a passion for improving customer and team member experiences.
• Experienced in customer experience transformation, omnichannel service, and digital solutions, with strong business and technology acumen.
• Data‑driven and insight‑oriented, able to translate customer feedback and operational data into meaningful action.
• Curious about emerging technologies, including AI and automation, and their potential to enhance experiences and drive efficiency.
• A strong communicator and relationship builder who can influence, collaborate, and align stakeholders across all levels of the organization.
• Comfortable navigating ambiguity, managing competing priorities, and delivering results in a fast‑paced environment.
• An inspiring people leader who coaches, develops, and empowers teams while fostering a collaborative and inclusive culture.

• Drive BCAA’s customer experience transformation agenda, leading initiatives that bring our CX vision to life and create more seamless, connected experiences for customers and team members.
• Use customer insights, journey mapping, feedback, and business data to identify pain points, uncover opportunities, and prioritize improvements that deliver measurable impact.
• Apply customer experience, service design, and human‑centred design practices to reimagine and enhance customer journeys across digital and assisted channels.
• Partner with teams across Product, Technology, Operations, Marketing, Sales, Data & Analytics, and frontline business areas to deliver customer‑centric solutions that balance customer needs, business goals, and operational realities.
• Help shape and advance CX‑enabling technologies, including telephony, automation, AI, and digital self‑service capabilities that improve customer and employee experiences.
• Identify and evaluate emerging CX trends and technologies, translating innovative ideas into practical solutions that drive engagement, efficiency, and value.
• Lead cross‑functional initiatives from concept through implementation, ensuring clear goals, timelines, success measures, and adoption plans are in place.
• Develop and track customer experience metrics, using data and insights to measure outcomes, communicate progress, and drive continuous improvement.
• Partner with Change Management, Learning & Development, and operational leaders to support successful adoption of new processes, capabilities, and ways of working.
• Build strong relationships across the organization, using storytelling, communication, and influence to align stakeholders and create momentum for change.
• Assess the people, process, policy, and technology impacts of CX initiatives, managing dependencies and risks to support successful delivery.
• Lead, coach, and inspire team members while fostering a collaborative, innovative, and customer‑focused culture.

• A bachelor’s degree in Business, Marketing, Customer Experience, Digital Transformation, Technology, Operations, Communications, or a related field.
• Minimum 5 years of experience leading customer experience, service transformation, or digital transformation initiatives, with a proven track record of delivering customer and business value through technology‑enabled change and cross‑functional collaboration, or an equivalent combination of education and experience.

The salary range for this position is $94,000.00 to $ 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 12.5%, with the opportunity to earn up to 20%.

• The chance to make a difference every day in the lives of British…