Manager, Customer Experience Transformation

Are you passionate about creating exceptional customer experiences and driving meaningful change? As the Manager, Customer Experience (CX) Transformation, you'll help shape and deliver BCAA’s customer experience vision by identifying opportunities to simplify, modernize, and enhance how customers and team members interact with us. Using customer insights, data, and emerging technologies, you’ll partner across the organization to lead impactful initiatives that improve experiences, reduce friction, and deliver measurable value. 

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. 

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%.