Manager, Customer Intelligence

Xplore Inc•Markham, ON

About The Position

Xplore Inc. is seeking a Manager, Customer Intelligence to build and operationalize customer and market understanding. This role supports customer journeys across marketing, sales, onboarding, service assurance, support, and retention. The position reports to the Director, Customer Intelligence within the Customer Experience and Digital Innovation team. The Manager will work at the intersection of customer insight, business execution, and analytics, managing daily delivery of customer intelligence programs (segmentation, Voice of the Customer, Net Promoter Score) and translating strategic vision into actionable recommendations. Success involves ensuring customer intelligence tools, data, and insights are accurate, current, and utilized to improve the end-to-end customer journey.

Requirements

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.
Successful completion of a Criminal Background Check.

Responsibilities

Support and Operate 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, and 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.
Operate customer intelligence platforms and AI-enabled analytics tools that surface faster insight, diagnostics and customized customer responses.
Integrate 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 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, and meet privacy, security, and regulatory requirements.
Track tool and vendor performance against governance and measurement standards set by the Director.