Specialist, CX Automation and Process Optimization

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 currently hiring a CX Automation and Process Optimization Specialist into a hybrid role with some in-person days in our Head Office .

As CX Automation and Process Optimization Specialist, you will play a key role in advancing the transformation and modernization of BCAA’s customer experience.

You will focus on driving operational efficiency and expanding self-service options for customers by leveraging technology, process optimization and collaborating with both internal and external stakeholders to deliver innovative automation solutions that advance BCAA’s CX and digital strategy.

Who you are

A life-long learner! You’re open to learning new concepts and new ways of working. On-the-job training is available, with support from a network of leaders and colleagues.

You’re a problem solver who loves a challenge, demonstrating strong analytical skills and good judgment.

You love to build relationships across an organization, recognizing its importance to your knowledge and ability to influence and make a positive impact

You have our Members’ best interests at heart and a passion to enhance the customer experience.

Ability to support multiple projects and prioritize tasks effectively.

What you’ll do

Use Generative AI, automation, process optimization, and data analytics to support the assessment, implementation and refinement of initiatives and enhancements that empower our team members and customers to achieve their goals with ease and confidence.

Develop, implement, and operationalize automated workflows within our internal systems, leveraging existing tools such as Salesforce and Amazon Connect to streamline and support customer interactions and completion of team member activities and tasks.

Conduct testing and implementation of solutions developed by the technical teams to improve efficiency.

Identify trends and mitigate risks impacting consumer experience and team member workflows.

Recommend and pilot new innovations, tools, and methodologies for process efficiency while ensuring that all automation and process optimization solutions comply with industry regulations, and BCAA’s internal policies and procedures.

Analyze operational and customer data using tools such as Power BI, Google Analytics, and Salesforce CRM Analytics

Develop mechanism for incorporating customer feedback into process improvements and automation strategies.

Identify key metrics and support the development of reports and dashboards to track performance and measure the impact of automation and process improvement.

Provide actionable insights and recommendations based on data analysis to drive continuous optimization.

Build relationships and collaborate with the CX team, key internal stakeholders, and third-party solution providers.

What you bring

Bachelors Degree in Business Administration, Information Technology, Computer Science, or a related field.

A minimum of 3-5 years of experience in automation, process improvement, a related role or a combination of education and experience.

Proficiency in Salesforce FSC, Amazon Connect, workflow automation and CRM analytics.

Demonstrated ability to drive operational efficiency and enhance customer self-service options.

Experience with chatbot and virtual assistant implementation and enhancements.

Strong analytical skills with experience in Power BI and Google Analytics.

Bonus Qualifications

Certification in Salesforce or relevant automation tools.

Experience in a customer service or customer experience transformation role.

Familiarity with other automation and augmentation products.

Knowledge of process improvement methodologies (e.g., Lean or Six Sigma).

The salary range for this position is $77,763.24 to $97,204.08 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 9%, with the opportunity to earn up to 15%.