Shape BCAA's Salesforce Knowledge experience from the Burnaby Head Office, combining content management, customer feedback, and analytics. This is a hybrid role.

As a Specialist, Customer Experience Transformation, you will manage knowledge practices while finding ways to make customer and team member experiences easier. You will analyze feedback, operational data, search behaviour, and customer insights. You will also partner across BCAA on journeys, requirements, testing, adoption, and ongoing improvements.

Key Responsibilities:

- Continuously improve Salesforce Knowledge content-management practices
- Analyze customer insights and employee feedback
- Identify opportunities through analytics and search behaviour
- Support CX initiatives through testing and implementation




- Explore automation, AI, chatbots, and digital self-service

Requirements:

- Three to five years in knowledge, content, or CX management
- Related education or equivalent education and experience
- Ability to turn complex information into clear messages
- Experience recommending improvements from data and feedback
- Salesforce Service Cloud or Knowledge experience

Use Salesforce knowledge management, transparent communication, and evidence-based recommendations to improve BCAA experiences across customer-facing channels.

📌 Salesforce Knowledge Experience Specialist (Ottawa)
🏢 001 British Columbia Automobile Association
📍 Ottawa