What it’s like to be a Northbridge Customer Experience System Advisor
As a Customer Experience System Advisor, you’ll play a key role in supporting and optimizing Northbridge’s Cloud Contact Centre (NiCE) platform. You’ll help ensure our system is stable, fully utilized, and delivering the best possible experience for our frontline teams and customers. In this role, you’ll act as the liaison between users, operational teams, IT, and vendors, while also supporting testing, troubleshooting, and training. You’ll assist with the rollout of new features and enhancements, build scalable training programs, and help maximize the value of NiCE for more than 600 users across Billing, Claims, Underwriting, Office Services, Reception, and Federated teams. If you’re technically strong, customer‑focused, and energized by helping people use technology with confidence, this is the role for you.
We want your talent!
If you are great at:
Translating technical information into clear, simple guidance for non‑technical audiences
Troubleshooting issues with curiosity, patience, and sound judgment
Facilitating virtual and in‑person training confidently
Providing responsive, customer‑first service to diverse user groups
Communicating clearly, proactively, and professionally with stakeholders at all levels
You have:
3+ years of experience in contact centre operations, customer service, systems support, or similar roles
Strong technical aptitude with experience using or supporting contact centre platforms (NiCE CXOne is an asset)
Experience conducting system testing/UAT and supporting users with technical inquiries
Training experience, including building training content and facilitating virtual or in‑person sessions
Proficiency with Microsoft Office and the ability to work independently while supporting diverse user groups
We really mean it when we say we put you first. Here are a few ways how:
Hybrid work! You get to work from the office and at home 50/50, allowing you to manage both worlds with the ease and flexibility you need.
We offer competitive salaries and support your financial health through our employee share purchase plan, pension plans, RRSP, discounts on staff insurance, and more!
We help you prioritize your well‑being from day one through flexible health benefits, early leave days, wellness programs, and rewards and recognition programs.
We are invested in helping you grow in your career through education assistance to complete your CIP, FCIP, CRM or other desired courses, internal mobility, leadership training, and mentoring programs.
NBFC cares about the community and supports the causes you believe in with donation matching and team volunteer days.
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.