Transform customer experiences at BCAA in a hybrid Burnaby role using customer insights, analytics, and emerging technologies. Help improve journeys across channels.
As a Specialist, Customer Experience Transformation, you will identify opportunities and help deliver practical customer experience improvements. You will work with Salesforce Knowledge, automation, AI, chatbots, and digital self-service. The position involves collaborating across BCAA to support initiatives from requirements and testing through implementation, adoption, and continuous improvement.
Key Responsibilities:
- Manage and improve BCAA's Salesforce Knowledge Base
- Use feedback, analytics, and search behaviour to identify gaps
- Reimagine customer journeys with teams across BCAA
- Apply user-centred design to address customer pain points
- Track CX measures and recommend improvements from data
Requirements:
- Diploma or degree in a related field
- Three to five years of relevant experience
- Strong communication, collaboration, and stakeholder-engagement skills
- Experience with Salesforce or similar CX platforms
- Familiarity with automation, AI, chatbots, or self-service
Bring customer-focused problem solving, storytelling, and analytical skills to BCAA's customer experience transformation work in Burnaby.
Contact Details:
001 British Columbia Automobile Association Recruitment Team
