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Manager, Customer Experience Transformation
BCAA
Burnaby, CAN
Full Time
Manager
Today
Customer ExperienceDigital TransformationJourney MappingService DesignData AnalysisAI
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Customer ExperienceDigital TransformationJourney Mapping
About the Role
BCAA is looking for a Manager of Customer Experience Transformation to shape and deliver the CX vision by identifying opportunities to simplify and enhance customer interactions.
Key Skills for This Role
Customer ExperienceDigital TransformationJourney MappingService DesignData AnalysisAI
Responsibilities
- Drive BCAA’s customer experience transformation agenda, leading initiatives that bring CX vision to life and create seamless, connected experiences
- Use customer insights, journey mapping, feedback, and business data to identify pain points, uncover opportunities, and prioritize improvements
- 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
- Help shape and advance CX enabling technologies, including telephony, automation, AI, and digital self service capabilities
- Identify and evaluate emerging CX trends and technologies, translating innovative ideas into practical solutions
- Lead cross functional initiatives from concept through implementation, ensuring clear goals, timelines, success measures, and adoption plans
- 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 and capabilities
- Build strong relationships across the organization, using storytelling, communication, and influence to align stakeholders and create momentum
- Assess the people, process, policy, and technology impacts of CX initiatives, managing dependencies and risks
- Lead, coach, and inspire team members while fostering a collaborative, innovative, and customer focused culture
Requirements
- Bachelor's degree in Business, Marketing, Customer Experience, Digital Transformation, Technology, Operations, Communications, or related field
- Minimum 5 years of experience leading customer experience, service transformation, or digital transformation initiatives
- Proven track record of delivering customer and business value through technology enabled change and cross functional collaboration
Full Job Posting
Why BCAA?
- BCAA is a BC Top Employer 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.
- As Manager, Customer Experience (CX) Transformation, you'll help shape and deliver BCAA’s customer experience vision by identifying opportunities to simplify, modernize, and enhance how customers and team members interact with us.
What you’ll do
- 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.
What you bring
- 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 educati
Compensation
- Salary range: CAD 94,000.00 to CAD 120,000.00.
- 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%.
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.
- Meaningful, rewarding work for a BC Top Employer known for putting people first and constantly building a better workplace for all our team members.
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