Customer Experience and Voice of the Customer Program and Insights Specialist

Northbridge Financial Corporation; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

As a Customer Experience and Voice of the Customer Program and Insights Specialist at a leading Canadian company, you will enhance customer feedback systems, providing actionable insights. This dynamic role requires strong technical skills in Medallia and NICE CXOne, along with a customer-first mindset, to improve the overall customer engagement and experience.

Benefits

Hybrid work environment

Competitive salaries and employee share purchase plan

Flexible health benefits and wellness programs

Education assistance for further career growth

Community support through donation matching

Qualifications

• 5+ years of experience in customer experience management.
• Technical proficiency in Medallia and/or NICE CXOne.
• Strong project management skills.

Responsibilities

• Drive system enhancements and troubleshoot issues.
• Deliver real-time insights to improve customer journey.
• Ensure optimization of customer experience systems.

Skills

Communication

Problem Solving

Collaboration

Education

Post-secondary education or equivalent experience

Tools

Medallia

NICE CXOne

Microsoft Dynamics

Job description

What it's like to be a Northbridge Customer Experience and Voice of the Customer Program and Insights Specialist

As a Customer Experience and Voice of the Customer Program & Insights Specialist at Northbridge, you’ll play a key role in shaping how we listen to and learn from our customers. You’ll be the expert behind our customer experience systems—like Medallia and NICE CXOne—ensuring they’re optimized to capture meaningful feedback, generate actionable insights, and support teams across the organization.

You’ll work closely with IT, vendor partners, and internal stakeholders to drive system enhancements, troubleshoot issues, and deliver real-time insights that help us continuously improve the customer journey. This is a dynamic, high-impact role where your technical expertise and customer-first mindset will help us deliver on our promise to make risk management easy and valuable for our customers.

We want your talent!

If you are great at:

• Advocating for customers and championing their needs

• Solving complex problems with a solution-oriented mindset

• Managing multiple priorities in a fast-paced environment

• Communicating clearly and effectively with technical and non-technical audiences

• Collaborating across teams and building strong relationships

• Thinking strategically while executing tactically

You have:

• 5+ years of experience in customer experience management, system optimization, survey design, or customer analytics

• Technical proficiency and certifications in Medallia and/or NICE CXOne

• Experience with Microsoft Dynamics and Text Analytics tools

• A track record of deploying enterprise-wide systems and managing change

• Strong project management skills

• Intermediate proficiency with MS Office (especially Excel)

• Post-secondary education or equivalent experience

We really mean it when we say we put your 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, 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 courses desired, 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.

#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.