• Job Description

  Req#: REQ-4249

  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 looking for a Manager, Customer Experience (CX) Transformation (Hybrid) to leverage best-in-class CX practices and methodologies to transf orm and modernize BCAA’s customer experience . As a passionate and enthusiastic leader, you will help reimagine the customer experience in ways that differentiate BCAA products and services.

  Who you are

  • You see the big picture through a digital-first lens and understand the entire customer journey.

  • Your deep understanding of CX practices and methods enable a seamless customer experience at every touchpoint.

  • You possess s uperior leadership abilities and communications skills to cultivate strategic stakeholder relationships.

  • You’re a self-starter, problem-solver and skilled project manager who thrives in a fast-paced, dynamic environment .

  • A life-long learner , you continually seek out areas to improve systems and recommend changes to advance BCAA’s enterprise-wide CX capabilities .

  What you bring

  • A degree in business, economics, marketing along with at least five years of sales, marketing and operations experience , or an equivalent blend of education and related experience .

  • Extensive knowledge of customer journey mapping, human centered design, business p rocess mapping and business analysis

  • Possess strong business acumen with a passion to continually learn about evolving digital tools and emerging technologies to drive customer engagement.

  • Bonus Qualifications: Familiar with process improvement disciplines including Six Sigma, Lean, BPM

  During a typical day, you will:

  • Lead the development and execution of CX initiatives including a pipeline of future opportunities.

  • Leverage best-in-class CX practices and methodologies to create and deliver BCAA’s future state customer experience

  • Manage metrics to measure success, monitor outcomes and effectively communicate status and progress.

  • Collaborate with the cross-functional teams to design and deliver customer-centric training and change management programs that empower employees to deliver exceptional customer experiences.

  • Effectively use storytelling to translate strategic concepts into simple and accessible communications t o build buy-in, drive engagement and sustain continuous change.

  • Inspire, motivate, and coach team members to enable their professional growth and development.

  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.

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

  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 peopleservicesmanager@bcaa.com .

• About the company

  Roadside assistance, car, home and travel insurance, with BCAA Membership is Rewarding. Join BCAA for exclusive insurance savings and member benefits. Become a member today.

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