Posting active date: 2/20/2026
Name of corporate partner: Northbridge Financial
Corporate partner contact phone:
Application deadline: 3/13/2026
Location: In Office (105 Adelaide St W, Toronto, ON M5H 1P9)
Job title: Customer Experience Research & Design Analyst
Job type: Internship
Reporting to: Customer Experience Team
Department: Customer Experience
Length (contract/internship): 4 months (summer)
Salary or range: $20/hour
Start date: 5/11/2026 End date: 8/21/2026
Exclusive to Pathways Alumni? Yes
About the organization:
Northbridge Financial Corporation is a leading commercial property and casualty insurance group that’s been helping to protect Canadian businesses for more than 100 years. We are proud to be a 100% Canadian company, wholly-owned by Fairfax Financial Holdings Limited.
Job Summary:
We’re looking for a curious, creative, and motivated student to join our Customer Experience team for the summer. In this role, you’ll help shape how we understand our customers and design experiences that truly meet their needs. You’ll work hands‑on across research, design, and implementation—gaining exposure to a wide range of CX, strategy, and innovation projects. This is a unique opportunity to contribute to meaningful, customer‑focused work inside the Canadian insurance landscape.
Job responsibility:
Bring customer understanding to life across the organization by supporting projects such as:
• Customer insights & knowledge hub: Help relaunch our internal customer insights database—conduct research, organize content, and support creative strategy to build a central resource for employees to learn about the industries we serve.
• Design Thinking workshop support: Assist with research, design preparation, facilitation materials, and coordination for cross functional Design Thinking workshops aligned to key strategic initiatives.
• Quarterly industry insights report: Track and synthesize emerging trends, news, and stories across our focus industries, producing a quarterly insights brief that helps teams design better products, services, and experiences.
• Voice of the Customer (VOC) micro learning: Support the creation, recording, and documentation of short learning modules that help employees understand and act on customer feedback through Medallia.
• Call flow redesign: Contribute to the transcription, mapping, and redesign of call flow templates using NiCE to support smoother customer interactions.
• Ad-hoc research: Support strategy and operations teams with research requests that help deepen our understanding of customer needs and expectations.
Experience & Qualification requirements:
We’re looking for a student who brings energy, curiosity, and a passion for making things better. Ideally, you are:
• A relationship builder who enjoys collaborating with others
• Highly motivated, organized, and able to manage tasks independently
• A strong communicator, both verbally and in writing
• A creative and entrepreneurial thinker who likes exploring new ideas and approaches
• Design minded, with the ability to simplify complex information into clear, digestible visuals or narratives
• Analytical and research savvy, comfortable analyzing information and drawing meaningful insights
How to apply:
Please email resume and cover letter directly to Veronica Grace, Talent Acquisition Specialist, at veronica.grace@nbfc.com.