Job opportunity
Salesforce Knowledge Experience Specialist
001 British Columbia Automobile Association
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, clear communication, and evidence-based recommendations to improve BCAA experiences across customer-facing channels.
#J-18808-Ljbffr
Apply on source site 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, clear communication, and evidence-based recommendations to improve BCAA experiences across customer-facing channels.
#J-18808-Ljbffr