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.

Qui nous sommes Nous sommes la Financière Northbridge. Nous sommes fiers d’être une société canadienne à 100 %, détenue en propriété exclusive par Fairfax Financial. Nous offrons nos services par l’entremise de nos marques Northbridge Assurance, Les assurances Federated et TruShield Assurance. Nous sommes reconnus comme étant l’une des plus importantes sociétés d’assurance de dommages des entreprises au Canada. Nos employés sont engagés à comprendre les besoins de nos clients, et nous faisons tout en notre pouvoir pour aider les entreprises canadiennes à connaître un avenir meilleur et plus sécuritaire. Nous sommes une entreprise formée de personnes passionnées qui placent les gens au cœur de leurs préoccupations. Souhaitez-vous vous joindre à une équipe qui croit en l’importance de travailler fort, et d’avoir du plaisir au travail, tout en améliorant les choses? Ne cherchez pas plus loin que Northbridge.

À la Financière Northbridge, nous avons à cœur de créer un milieu de travail inclusif où nous célébrons les employés et les accueillons comme ils sont. Peu importe qui vous êtes ou ce qui vous rend unique, nous vous accueillons à bras ouverts. Veuillez simplement nous indiquer comment nous pouvons vous aider ou vous accommoder au cours du processus de sélection.