Specialist, CX Digital 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.

We are hiring aRegular 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 ourMembers. 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, andMember-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 GoogleAnalyticsandGlassboxtoidentifycustomer 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 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.

The salary range for this position is $82,899.60to $103,624.44and isdeterminedviajob-related knowledge, skills, experience, certifications, marketdemandand 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, from gas and coffee to clothes, sports and event tickets, and hotels.

• Meaningful, rewarding work for a BC Top Employer known for putting people first and constantly building a better workplace for all our team members.

*for permanent employees

We’re always looking for amazing people like you. Apply today!