Manager, Customer Intelligence & Insights

Xplore Inc.; Markham; Hybrid; CAD 85,000 - 115,000; Full time

Job summary

Xplore Inc. is seeking a Manager, Customer Intelligence in Markham to lead customer insights, segmentation, and VoC/NPS programs. You will partner with Product, Marketing, Sales, and Data Analytics to translate strategic vision into actionable tools and reports.

The role sits in the Customer Office, with hybrid work (2-3 days in Markham). Ideal candidates bring 4–6 years in customer intelligence and strong stakeholder management skills to drive cross-functional impact.

Qualifications

• 4-6 years of experience in customer intelligence, customer experience, insights, or customer analytics roles.
• Experience with national-scale or large-scale consumer businesses across regions and channels.
• Strong analytical rigor with strategic and creative problem solving.
• Early adoption of AI Agents & Analytics tools to accelerate workflows.
• Hands-on experience with NPS and VoC programs and turning insights into action.
• Experience building and operationalizing customer segmentation frameworks.
• Knowledge of VoC, NPS, analytics platforms and managing third-party data/vendors.
• Understanding of customer journeys, omnichannel design, and agile delivery in regulated environments.
• Curiosity to understand driver reasons behind consumer behavior.
• Positive, collaborative approach with stakeholders for shared understanding.
• Strong communication and stakeholder management skills.
• Degree in business, statistics, social sciences and/or analytics.

Responsibilities

• Operate and improve the Customer Intelligence Centre of Excellence with standardized processes.
• Maintain day-to-day relationships with internal platforms and third-party sources.
• Coordinate with data, analytics and business teams to keep capabilities integrated and trusted.
• Serve as point of contact for stakeholders, escalating priorities when needed.
• Co-create and refine Xplore's multi-dimensional segmentation framework across teams.
• Operationalize segmentation across platforms, dashboards, and decision workflows.
• Support NPS and VoC program realignment and execution.

Education

University degree in business/analytics

Tools

VoC platforms

Journey analytics

AI analytics tools

Job description

Xplore Inc. is seeking a Manager, Customer Intelligence in Markham to lead customer insights, segmentation, and VoC/NPS programs. You will partner with Product, Marketing, Sales, and Data Analytics to translate strategic vision into actionable tools and reports.

The role sits in the Customer Office, with hybrid work (2-3 days in Markham). Ideal candidates bring 4–6 years in customer intelligence and strong stakeholder management skills to drive cross-functional impact.