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Specialist, CX Digital Transformation
BCAA
Burnaby, CAN
Full Time
Mid
Hybrid
1 weeks ago
Customer ExperienceDigital AnalyticsGoogle AnalyticsGlassboxQualtricsVoice of the Customer
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Customer ExperienceDigital AnalyticsGoogle Analytics
About the Role
BCAA is hiring a Specialist, CX Digital Transformation to enhance digital experiences using data, customer insights, and feedback. The role involves analyzing digital journeys, defining success metrics, and collaborating with cross-functional teams.
Key Skills for This Role
Customer ExperienceDigital AnalyticsGoogle AnalyticsGlassboxQualtricsVoice of the Customer
Responsibilities
- Monitor and analyze digital sales, service, and self serve journeys using tools like Google Analytics and Glassbox to identify customer friction points
- Synthesize customer and digital insights from analytics, VoC, surveys, feedback, and benchmarks to develop actionable recommendations
- Define measurement requirements for digital enhancements, validate data collection, and evaluate impact of new features
- Partner with cross functional teams to prioritize, implement, and optimize digital experience improvements
- Deliver reporting and insights that inform decision making and support CX transformation priorities
- Apply customer experience, human centered design, and accessibility best practices to enhance digital journeys
- Coordinate testing, post launch monitoring, and continuous improvement activities
- Track and communicate 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
Requirements
- Diploma or degree in Business, Marketing, Communications, Digital Experience, Analytics, or related field
- 5+ years of experience in digital customer experience, digital analytics, web content, digital marketing, customer insights, or related discipline
- Strong analytical skills with ability to translate data into actionable insights
- Hands on experience with digital analytics and customer insight platforms (Google Analytics GA4, Glassbox, Qualtrics, VoC tools)
- Experience using content management systems (CMS) and supporting digital content or customer journey optimization
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.
- 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.
What you’ll do
- 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 optimize 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.
Salary Range
- The salary range for this position is CAD 82,899.60 to CAD 103,624.44, 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.
- 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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