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 transparent, actionable recommendations that improve the end-to-end customer journey.Why Join XploreAt 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 ExcellenceHelp operate and continuously improve the Customer Intelligence Centre of Excellence, ensuring standards, processes, and tools are applied consistently across the organizationManage day-to-day relationships with internal platforms and third-party customer intelligence, research, and analytics sourcesCoordinate with data, analytics, and business teams to keep customer intelligence capabilities integrated, reliable, and trustedAct as a day-to-day point of contact for stakeholders seeking customer intelligence input,



escalating strategic or cross-functional priorities to the DirectorManage and Maintain the Customer Segmentation FrameworkCo-create, build and refine Xplore's multi-dimensional customer segmentation framework, incorporating psychographic, demographic, behavioral, geographic, attitudinal, usage, and value-based attributesSupport adoption of segmentation across teams, embedding it into:Marketing targeting and personalizationProduct design and prioritizationCustomer care strategies and omnichannel service modelsRetention, upsell, and growth initiativesWork with analytics and data teams to operationalize segmentation across platforms, dashboards, and decision workflowsMonitor and validate segments against internal data and external market intelligence, flagging when frameworks need to evolveRefresh and Optimize the NPS and Voice of the Customer ProgramSupport 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 reportingSupport modernization of NPS and VoC capabilities by:Coordinating where, when, and how feedback is collected across critical journey momentsOperating customer intelligence platforms and AI-enabled analytics tools that surface faster insight, diagnostics and customized customer responsesIntegrating feedback with operational, digital, and behavioral data to help identify root causes, leveraging advanced analytics and AI toolsMaintain a consistent, connected view of customer feedback across NPS, qualitative insights, complaints, and third-party sourcesPartner with journey owners and agile teams to feed insights into project prioritization, experience design, operational improvements, and customer service actionsManage Customer Intelligence Tools and Vendor RelationshipsSupport 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 reportingManage 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 capabilitiesIntegrate smoothly with existing systems and workflowsMeet privacy, security, and regulatory requirementsTrack tool and vendor performance against governance and measurement standards set by the DirectorWhat Success Looks LikeCustomer intelligence programs run smoothly day-to-day,



with stakeholders across Product, Marketing, Sales, and Operations receiving timely, reliable insightsXplore's segmentation framework is kept current and is actively used to shape go-to-market strategies, product offerings, and service modelsThe NPS and VoC program operates as a dependable, embedded part of day-to-day operations, surfacing actionable insight at key journey momentsCustomer intelligence tools and vendor relationships are well managed, delivering consistent value and staying compliant with privacy and regulatory requirementsThe Director, Customer Intelligence can rely on this role to translate strategic priorities into consistent execution across teamsAn Ideal Candidate Will Possess:4–6 years of experience in customer intelligence, customer experience, insights, or customer analytics roles, ideally within consumer products or servicesExperience working with national-scale or large-scale consumer businesses, operating across diverse regions, customer segments, channels, and service modelsDeep analytical rigor, balanced with a strategic and creative approach to solving challengesEarly adoption of AI Agents & Analytics tools to accelerate workflows, deepen research capabilities, and/or perform sophisticated analysis of customer data to yield actionable insightHands-on experience managing or supporting Net Promoter Score (NPS) and/or Voice of the Customer programs, with a track record of turning insight into actionExperience building and operationalizing customer segmentation frameworks that inform strategy and executionWorking knowledge of customer intelligence, VoC, research, NPS or analytics platforms, including sourcing and managing third-party data and vendor relationshipsSolid understanding of customer journeys, omnichannel experience design, and agile delivery in complex, regulated environmentsAn innate curiosity to understand the 'why' that drives consumer behavior and purchase decisions, and the desire to find and trial new ways of exploring itA positive, energetic, and collaborative approach to working with cross-functional stakeholders to build a shared understanding of customersStrong communication and stakeholder management skills, with the ability to present insight and data clearly to teams and leadersA relevant university degree in business, statistics, social sciences and/or analyticsCondition 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.

📌 Manager, Customer Intelligence (Markham)
🏢 Xplore
📍 Markham