Director Customer Experience Business Delivery

What it’s like to be a Northbridge Director, Customer Experience Business Delivery

As a Director, Customer Experience Business Delivery, you are the business owner of Northbridge’s CRM ecosystem, playing a pivotal role in translating customer strategy into meaningful technology, data, and operational outcomes. Sitting at the crossroads of customer experience, product ownership, and delivery, you connect vision with execution—ensuring CRM capabilities directly support and enhance how we serve our customers.

In this highly visible leadership role, you’ll shape the enterprise CRM roadmap, drive adoption, and lead cross-functional collaboration across IT, Sales, Marketing, and Operations. You’ll champion customer-centric thinking while enabling data-driven decisions and scalable growth. This is an exciting opportunity to influence how CRM becomes a true competitive advantage, delivering measurable business value and better customer experiences.

We want your talent!

If you are great at:

• Building strong relationships and influencing diverse stakeholders across business and technology teams

• Translating big-picture strategy into clear, actionable plans and outcomes

• Leading complex initiatives while keeping teams aligned and focused

• Using data and insights to make informed, customer-centric decisions

• Communicating with clarity and confidence, from executive discussions to team-level conversations

You have:

• 10+ years of progressive experience leading or owning enterprise CRM platforms (ideally Microsoft Dynamics)

• Experience shaping and governing CRM roadmaps, data strategy, and Customer 360 capabilities

• A strong product ownership mindset with a focus on outcomes, value realization, and adoption

• A track record of translating business needs into scalable technology and data solutions

• Experience working in cross-functional environments at a senior/executive leadership level

• Background in customer experience, data strategy, or large-scale transformation initiatives

We really mean it when we say we put you first. Here are a few ways how:

• Hybrid work! We have a flexible hybrid model that allows you to work from home up to 2 days per week, with added flexibility for when you really need it.

• We 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 position is $120,000 – $160,000, which reflects the expected base pay for the position. The actual base salary offered may vary depending on your experience, skills, and alignment with the role. We’re also open to candidates at different levels, so if this range doesn’t quite match your expectations, we still encourage you to apply.

This is a real opportunity — we’re actively hiring. If the role sounds like a good fit, we’d love to hear from you.

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.