Bilingual Customer Experience Specialist (French/English) - 6 Month Fixed Term Contract

- Full-time
- Employment Basis: Temporary Full Time
- Office Status: Hybrid

Fluency in French and English, both written and spoken, is essential, with the ability to confidently support customers in both languages.

Insights is a Learning and Development company which aims to change the worldthrough the power of self-awareness.

Our core purpose is to create a world where people truly understand themselves and others and are inspired to make a positive difference in everything they do. Like any brilliant team we're made up of different people. A career at Insights is about welcoming people for who they are, and supporting their journey towards whoever they want to become.

Across the globe our products help people see themselves and others in a new light, to spark stronger connections in our workspaces and beyond. It all starts within. We're always making sense of ourselves - evolving as we move through life. Discovering our own minds means we're committed to constantly expanding them. And we want to shout about it. We love what we do, and we have fun doing it. That's what makes the magic of Insights. We work in a space where everybody belongs, where you can be unapologetically you.

As a Customer Experience Specialist, you'll play a vital role on the front line of our customer relationships. Working within a focused service pod, you'll be responsible for delivering brilliant day‐to‐day support that wraps around the needs of each customer, ensuring every interaction reflects our commitment to a proactive, insight‐led experience.

You'll bring processes to life by managing learning events, facilitating order processing, resolving customer queries,



and providing personalised support across every touchpoint, from onboarding to ongoing business. You'll also be a system champion and a source of calm confidence for our customers and internal colleagues alike.

This role is about building solid relationships, supporting key customer journeys such as onboarding, spotting opportunities to add further value, and working collaboratively to ensure every customer feels valued, supported, and inspired.

What you will do to succeed

Customer Experience Excellence

- Deliver a proactive, responsive, and human‐centred service that aligns with our Customer Experience strategy.
- Take ownership of customer interactions and be empowered to make decisions that prioritise what's right for the customer, balancing process with practicality.
- Coordinate and support learning event logistics, order processing, customer queries, and reporting.
- Support critical customer journeys such as onboarding, ensuring a smooth and engaging experience that sets customers up for long‐term success.
- Champion the voice of the customer by owning resolutions and following through with excellence.
- Identify opportunities for upselling or cross‐selling, ensuring these are followed through in collaboration with Sales and Customer Success colleagues to deliver measurable commercial outcomes.

Pod‐Based Support





- Work as part of a high‐performing pod aligned to a region, set of customers or accounts, enabling more personal, relationship‐based support.
- Collaborate closely with Customer Experience Team Leaders and Manager, Sales Account Managers, and regional colleagues to deliver wraparound service that reflects a globally consistent, locally loved model.
- As part of the wider Customer Success function, you'll contribute to a shared service mindset stepping in to support colleagues and customers across teams and geographies where needed.

Systems, Data & Process

- Maintain accurate customer and order data within our platforms (e.g. D365), ensuring records are timely, true, and complete.
- Monitor shared mailboxes, resolve or elevate issues, and support day-to-day operational service levels.
- Analyse and interpret basic data to track customer needs and support continuous improvement.

Creativity & Collaboration

- Spot inefficiencies and process challenges and contribute ideas to enhance the customer experience.
- Translate customer insights into opportunities for added value whether through improved service, additional products, or wider solutions helping customers get the most from their relationship with Insights.
- Collaborate with colleagues across Customer Experience and beyond to co‐create innovative solutions.
- Embrace a growth mindset, adapting to change and continuously seeking better ways of working.

What You'll Do as a Team Member

- Actively contribute to a high‐performing team culture by supporting colleagues, sharing ideas, and celebrating success.
- Take accountability for your own workload, performance, and d

📌 Bilingual Customer Experience Specialist (Halifax Regional Municipality)
🏢 Insights Learning & Development
📍 Halifax Regional Municipality