Specialist, CX Digital Transformation

BCAA

2d • CA$82,900 - CA$103,624 • Hybrid

About The Position

At BCAA, we're creating digital experiences that make life better for our Members. 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, and Member-focused.

Requirements

• 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.

Nice To Haves

• 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, proactively identifying opportunities to enhance customer and business outcomes.
• You stay current on emerging trends and best practices in customer experience, digital analytics, accessibility, and AI.

Responsibilities

• Monitor and analyze digital sales, service, and self-serve journeys using tools like Google Analytics and Glassbox to identify customer 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, validate data collection, and evaluate the impact of new features and initiatives.
• Partner with cross-functional teams to prioritize, implement, and optimize digital 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree