Manager Customer Experience & Insights

What it’s like to be a Northbridge Manager, Customer Experience & Insights

As the Manager, Customer Experience & Insights, you’ll play a pivotal role in shaping the strategic direction, optimization, and long‑term evolution of Northbridge’s Cloud Contact Centre (NiCE) platform. This role is at the intersection of technology, operations, and customer experience—ensuring we maximize our technology investment while enabling fast, accurate, and high‑quality service for our customers.

You’ll own the product roadmap and governance for the platform, guiding prioritization decisions that align business value, customer impact, and operational efficiency. Working within a Hub and Spoke operating model, you’ll bring together operational teams across the organization to ensure alignment, consistency, and strong platform adoption.

You’ll also lead analytics, insights, learning and development, and user support—equipping teams with meaningful data, actionable insights, and the training needed to continuously improve service delivery, reduce customer effort, and drive retention. This role is ideal for a strategic, business‑minded product leader who is passionate about operational excellence and customer experience enabled by technology.

We want your talent!

If you are great at:

• Thinking strategically and translating business needs into clear product direction

• Leading cross‑functional initiatives and influencing stakeholders at all levels

• Facilitating governance, prioritization, and decision‑making forums

• Communicating complex technology concepts in a clear, practical way

• Using data and insights to drive continuous improvement

• Leading through change and building strong, engaged teams

• Collaborating across business, IT, and vendor partners

You have:

• 5+ years of experience in product management, contact centre technology, or cloud communication platforms (e.g., NICE, Genesys, Five9)

• 2+ years of people leadership experience, managing and developing high‑performing teams (preferred)

• Strong understanding of contact centre operations, routing strategies, workforce management, and service KPIs

• Experience owning and evolving product roadmaps and platform governance

• Proven ability to evaluate and prioritize feature requests based on business value and customer impact

• Experience leading a Hub and Spoke operating model

• Project management experience (strongly preferred)

• Experience with analytics, insights, and translating data into actionable outcomes

• Strong presentation, facilitation, and stakeholder engagement skills

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, 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.

We’re committed to pay transparency and fairness. The base salary range for this role is $90,000 - $130,000, 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.

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