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.
Customer Experience Transformation Specialist in Ottawa employer: BCAA
BCAA is an exceptional employer that prioritizes the well-being and growth of its employees while making a meaningful impact in the lives of British Columbians. Located in Burnaby, our collaborative work culture fosters innovation and continuous learning, offering ample opportunities for professional development and career advancement. With competitive benefits, a commitment to inclusivity, and a focus on community engagement, BCAA stands out as a top choice for those seeking a rewarding career in marketing.
