Customer Experience & Insights Specialist

Northbridge Financial Corporation • Toronto, ON

5d • Hybrid

About The Position

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.

Requirements

• 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

Responsibilities

• 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

Benefits

• Hybrid work
• Competitive compensation
• Employee share purchase plan
• Pension plans
• RRSP
• Staff insurance discounts
• Benefits from day one
• Flexible health benefits
• Wellness programs
• Early-leave days
• Recognition programs
• Education assistance for CIP, FCIP, CRM, or other desired courses
• Internal mobility
• Leadership training
• Mentoring programs
• Donation matching
• Paid volunteer days
• Total Rewards program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees