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.

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.

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

• 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

• 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

• 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…