Manager, Customer Experience Transformation

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.