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'recreating 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, and Member-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, proactivelyidentifyingopportunities 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 Analyticsand Glassboxtoidentifycustomer 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,validatedata collection, and evaluate the impact of new features and initiatives.
Partner with cross-functional teams to prioritize, implement, andoptimizedigital 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…
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