Manager, Customer Experience Transformation

BCAA; Burnaby; On-site; CAD 94,000 - 120,000; Full time

Benefits offered by this job

Performance bonus

Pension plan

Flexible benefits

Paid time off

Job summary

BCAA in British Columbia is seeking a customer experience transformation leader to drive CX initiatives across digital and assisted channels, partnering with product, technology, and operations to elevate journeys for customers and team members.

You will leverage insights, journey mapping, and data to identify pain points, shape CX trends, and deliver measurable improvements while coaching teams and aligning stakeholders.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• Minimum 5 years of experience leading CX, service transformation, or digital transformation initiatives.

Responsibilities

• Lead CX transformation initiatives across digital and assisted channels.
• Use insights and data to identify pain points and prioritize improvements with measurable impact.
• Partner with Product, Technology, Operations, Marketing, and frontline teams to deliver customer-centric solutions.
• Shape CX-enabling technologies (telephony, automation, AI, digital self-service) to improve experiences.
• Develop and track CX metrics, driving adoption and continuous improvement.

Skills

Customer experience leadership

Omnichannel service

Data-driven

Stakeholder influence

People leadership

Education

Bachelor's degree

Tools

AI technology

Telephony systems

Job description

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.

Who you are

• A customer‑centric leader with a passion for improving customer and team member experiences.
• Experienced in customer experience transformation, omnichannel service, and digital solutions, with strong business and technology acumen.
• Data‑driven and insight‑oriented, able to translate customer feedback and operational data into meaningful action.
• Curious about emerging technologies, including AI and automation, and their potential to enhance experiences and drive efficiency.
• A strong communicator and relationship builder who can influence, collaborate, and align stakeholders across all levels of the organization.
• Comfortable navigating ambiguity, managing competing priorities, and delivering results in a fast‑paced environment.
• An inspiring people leader who coaches, develops, and empowers teams while fostering a collaborative and inclusive culture.

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 education and experience.

Salary & Benefits

The salary range for this position is $94,000.00 to $120,000.00 and is 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 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 everyday 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.

BCAA is an Equal Opportunity Employer, committed to providing accessible, inclusive employment. We have a long‑standing partnership with the Presidents Group which strives to increase employment opportunities for people living with disabilities, and champion accessible employment in BC. If you need personalized support through application and recruitment, please contact [e-mail].