What it’s like to be a Northbridge Customer Experience & Insights Specialist
As a Customer Experience & Insights Specialist, you play a key role in enabling data‑driven decision making across our Cloud Contact Centre (NiCE) platform. You’ll build intuitive dashboards, uncover insights that drive service excellence, and translate operational KPIs into clear narratives that elevate the customer experience. Working closely with operational leaders, CX teams, data architecture, and IT, you’ll help ensure performance metrics are not only accessible—but truly meaningful. Your analytical mindset, storytelling ability, and passion for customer‑centric insights will directly influence service quality, customer loyalty, and operational outcomes across Northbridge.
We want your talent!
If you are great at:
Translating complex data into clear, actionable insights
Storytelling with analytics and explaining KPIs to non‑technical audiences
Seeing trends early and identifying opportunities for performance improvement
Collaborating across teams (Operations, CX, IT, Vendors)
Bringing structure, clarity, and consistency to reporting and dashboard design
Supporting leaders in understanding service metrics and driving CX initiatives
Problem‑solving with a proactive, curious mindset
Connecting data insights directly to business strategy and customer outcomes
You have:
2+ years of experience in analytics, BI, or operational performance (contact centre and NiCE experience are assets)
1+ years of experience with customer experience insights
Strong analytical skills with the ability to interpret complex datasets
Experience with Power BI or Tableau, plus advanced Excel skills
Understanding of contact centre KPIs and service metrics
Foundational knowledge of forecasting, trend detection, or predictive analytics
Ability to design dashboards, automated reports, and data‑driven recommendations
Clear communication skills with the ability to translate data into intuitive narratives
Post‑secondary education in analytics, business, statistics, or equivalent experience
We really mean it when we say we put you first. Here are a few ways how:
Hybrid work! Work from the office and at home 50/50, giving you the flexibility you need.
Competitive compensation plus support for your financial health through our employee share purchase plan, pension plans, RRSP, staff insurance discounts, and more.
Benefits from day one—flexible health benefits, wellness programs, early‑leave days, and recognition programs that help you feel supported year‑round.
Career growth that matters with education assistance for CIP, FCIP, CRM, or other desired courses, plus internal mobility, leadership training, and mentoring programs.
Community impact through donation matching and paid volunteer days so you can support the causes that matter most to you.
We’re committed to pay transparency and fairness. The base salary range for this role is $64,000 - $96,000, which reflects the expected base pay – not the total compensation package. The actual base salary may vary depending on your experience, skills, and alignment with the position. We’re also open to candidates at different levels, so if this range doesn’t quite match your expectations, don’t let that hold you back — we’d still love to hear from you.
This is a real opportunity — we’re actively hiring! If the role sounds like a good fit, we encourage you to apply. Beyond base pay, we offer a robust Total Rewards program that includes benefits, wellness support, and other meaningful perks.
We also want to be transparent about our hiring process. While one of our systems includes AI capabilities, over 99% of our screening is done by real people. We believe in thoughtful, human-centered hiring decisions, and are committed to giving every application the attention it deserves.
#LI-Hybrid #LI-SK1
Who we are:
We’re Northbridge Financial. We’re proud to be 100% Canadian and owned by Fairfax Financial. We serve through our Northbridge Insurance, Federated Insurance, and TruShield Insurance brands. We have a reputation for being one of Canada’s leading commercial property and casualty insurance company. Our employees are dedicated to understanding the needs of our customers and we go above and beyond to help Canadian businesses have a safer and brighter future. We’re a company of passionate people who put people first. Do you want to join a team that believes in working hard – and having fun at work – all while making a difference? Look no further than Northbridge.
At Northbridge Financial we embrace and celebrate you and are committed to creating an inclusive workplace for all! No matter who you are or what makes you unique, we welcome you. Please let us know how we can assist or accommodate you during the selection process.