Manager, Customer Intelligence

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

At Xplore, we're transforming how Canadians experience connectivity. Our mission is to deliver reliable, high-quality internet and seamless digital experiences that empower customers in rural communities across the country.

We're looking for a Manager, Customer Intelligence, based in Markham office (2-3 days a week) to help build and operationalize Xplore's customer and market understanding, supporting the customer journeys that define how people interact with Xplore—from marketing and sales, to onboarding and service assurance, to support and retention. This role reports to the Director, Customer Intelligence and sits within the Customer Experience and Digital Innovation team as part of the Customer Office, collaborating closely with Product, Marketing, Sales, Data Analytics, and Operations teams to bring customer intelligence initiatives to life.

In this role, you will work at the intersection of customer insight, business execution, and analytics, managing the day-to-day delivery of customer intelligence programs—segmentation, Voice of the Customer, and Net Promoter Score—and translating the Director's strategic vision into practical tools, reporting, and recommendations that teams across Xplore can act on.

Success in this role means keeping Xplore's customer intelligence tools, data, and insights accurate, current, and genuinely used—partnering with stakeholders to turn customer data into clear, actionable recommendations that improve the end-to-end customer journey.

Why Join Xplore

At Xplore, you'll have the opportunity to help shape how connectivity experiences evolve for customers across Canada.

You'll work alongside teams that are passionate about improving the customer experience while delivering meaningful product innovations in a dynamic and growing organization.

This is an opportunity to make a real impact on how customers discover, connect with, and rely on Xplore services every day.

Roles & Responsibilities Will Include:

Support and Operate the Customer Intelligence Centre of Excellence

• Help operate and continuously improve the Customer Intelligence Centre of Excellence, ensuring standards, processes, and tools are applied consistently across the organization
• Manage day-to-day relationships with internal platforms and third-party customer intelligence, research, and analytics sources
• Coordinate with data, analytics, and business teams to keep customer intelligence capabilities integrated, reliable, and trusted
• Act as a day-to-day point of contact for stakeholders seeking customer intelligence input, escalating strategic or cross-functional priorities to the Director

Manage and Maintain the Customer Segmentation Framework

• Co-create, build and refine Xplore's multi-dimensional customer segmentation framework, incorporating psychographic, demographic, behavioral, geographic, attitudinal, usage, and value-based attributes
• Support adoption of segmentation across teams, embedding it into:
• Marketing targeting and personalization
• Product design and prioritization
• Customer care strategies and omnichannel service models
• Retention, upsell, and growth initiatives
• Work with analytics and data teams to operationalize segmentation across platforms, dashboards, and decision workflows
• Monitor and validate segments against internal data and external market intelligence, flagging when frameworks need to evolve

Refresh and Optimize the NPS and Voice of the Customer Program

• Support the realignment of and the day-to-day execution of the enterprise Net Promoter Score (NPS) and Voice of the Customer (VoC) program, ensuring it functions as a system for action, not just reporting
• Support modernization of NPS and VoC capabilities by:
• Coordinating where, when, and how feedback is collected across critical journey moments
• Operating customer intelligence platforms and AI-enabled analytics tools that surface faster insight, diagnostics and customized customer responses
• Integrating feedback with operational, digital, and behavioral data to help identify root causes, leveraging advanced analytics and AI tools
• Maintain a consistent, connected view of customer feedback across NPS, qualitative insights, complaints, and third-party sources
• Partner with journey owners and agile teams to feed insights into project prioritization, experience design, operational improvements, and customer service actions

Manage Customer Intelligence Tools and Vendor Relationships

• Support evaluation, onboarding, and day-to-day management of customer intelligence tools, including VoC platforms, research tools, AI agents and advanced analytics programs, journey analytics, and insights reporting
• Manage relationships with third-party intelligence vendors (e.g., market research, benchmarking, consumer behavior data, digital experience analytics)
• Ensure tools and partners:
• Complement internal analytics and data capabilities
• Integrate smoothly with existing systems and workflows
• Meet privacy, security, and regulatory requirements
• Track tool and vendor performance against governance and measurement standards set by the Director

What Success Looks Like

• Customer intelligence programs run smoothly day-to-day, with stakeholders across Product, Marketing, Sales, and Operations receiving timely, reliable insights
• Xplore's segmentation framework is kept current and is actively used to shape go-to-market strategies, product offerings, and service models
• The NPS and VoC program operates as a dependable, embedded part of day-to-day operations, surfacing actionable insight at key journey moments
• Customer intelligence tools and vendor relationships are well managed, delivering consistent value and staying compliant with privacy and regulatory requirements
• The Director, Customer Intelligence can rely on this role to translate strategic priorities into consistent execution across teams

An Ideal Candidate Will Possess:

• 4–6 years of experience in customer intelligence, customer experience, insights, or customer analytics roles, ideally within consumer products or services
• Experience working with national-scale or large-scale consumer businesses, operating across diverse regions, customer segments, channels, and service models
• Deep analytical rigor, balanced with a strategic and creative approach to solving challenges
• Early adoption of AI Agents & Analytics tools to accelerate workflows, deepen research capabilities, and/or perform sophisticated analysis of customer data to yield actionable insight
• Hands-on experience managing or supporting Net Promoter Score (NPS) and/or Voice of the Customer programs, with a track record of turning insight into action
• Experience building and operationalizing customer segmentation frameworks that inform strategy and execution
• Working knowledge of customer intelligence, VoC, research, NPS or analytics platforms, including sourcing and managing third-party data and vendor relationships
• Solid understanding of customer journeys, omnichannel experience design, and agile delivery in complex, regulated environments
• An innate curiosity to understand the ‘why’ that drives consumer behavior and purchase decisions, and the desire to find and trial new ways of exploring it
• A positive, energetic, and collaborative approach to working with cross-functional stakeholders to build a shared understanding of customers
• Strong communication and stakeholder management skills, with the ability to present insight and data clearly to teams and leaders
• A relevant university degree in business, statistics, social sciences and/or analytics

Condition of Employment:

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process. Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.