Product Manager, Customer Journey

Xplore Inc.; Markham; On-site; CAD 85,000 - 130,000; Full time

Job summary

Xplore Inc. in Markham, Ontario, is seeking a Product Manager, Customer Journey, to shape strategy, business cases, and roadmaps for how customers engage with Xplore—from onboarding to support and retention.

You will lead cross-functional teams across product, design, data and operations to translate insights into actionable outcomes across app, web, and AI-enabled experiences. This role emphasizes measurable improvements in customer satisfaction and retention through digital channels.

Qualifications

• Experience delivering digital customer journeys across platforms.
• Proven ability to build compelling business cases for CX initiatives.
• Strong stakeholder communication and leadership to align cross-functional teams.

Responsibilities

• Define the strategy for customer journeys across app, web and agentic AI experiences.
• Develop a multi‑quarter product roadmap aligned with CX priorities and business value.
• Collaborate with CX, Marketing, Sales, Customer Care and Tech to deliver outcomes.

Skills

Product management

Digital product strategy

Stakeholder management

Data-driven decision making

Tools

SQL

Job description

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.

We're looking for a Product Manager, Customer Journey to shape the strategy, business case, and roadmap behind the customer journeys that define how people interact with Xplore—from onboarding and service assurance to support and retention. This role will sit within the Customer Experience Strategy and Digital Innovation team as part of the Customer Office, playing a critical role in delivering top strategic priorities with an emphasis on digital channels.

In this role, you will work at the intersection of customer insight, business strategy, and technology delivery, building the strategic case for customer experience initiatives, defining how success will be measured. You will guide cross-functional teams to translate customer needs and CX strategy into actionable product outcomes via app, web, and that drive measurable improvements in satisfaction, loyalty, and operational performance. Success in this role means building a clear, well-justified product strategy that simplifies customer interactions, increases digital adoption, minimizes friction, reduces churn, and creates meaningful, measurable improvements in the end-to end customer journey.

Roles And Responsibilities Will Include

Support Strategic Product Planning and Analysis

• You will help set the strategic direction for a portfolio of customer-facing products including app, web, and agentic AI platforms through rigorous strategic analysis and planning.
• Conduct strategic product planning for key customer journeys across acquisition, onboarding, usage, support, and retention
• Perform market, competitive, and customer analysis to identify opportunities, size their potential impact, and inform product direction
• Translate CX priorities—such as frictionless onboarding, proactive service assurance, and digital-first interactions—into a clear, multi-quarter product strategy and roadmap
• Assess trade-offs across customer outcomes, business value, regulatory requirements, and technical feasibility to shape investment priorities
• Continuously validate that the product strategy creates real, measurable value for customers and the business
  
  

Develop Business Cases and Justify Investment

• You will build the analytical foundation that secures investment and aligns leadership around the right initiatives.
• Develop business cases for new CX journey initiatives, including problem definition, opportunity sizing, cost-benefit analysis, and expected return on investment
• Partner with Finance, Strategy, and senior leadership to validate assumptions and secure funding and resource allocation for prioritized initiatives
• Present recommendations and trade-offs to executive and cross-functional audiences in a clear, data-driven manner
• Break down validated initiatives into actionable product requirements that delivery teams can execute against
  
  

Define and Track Performance KPIs

• You will focus on results, not just delivery.
• Collaborate with customer intelligence, data and analytics colleagues to establish and track key performance indicators for your portfolio of customer experience initiatives such as:
• Net Promoter Score (NPS)
• Customer complaints and call drivers
• New customer acquisition rates
• Digital adoption and self-service success
• Time-to-market for CX improvements
• Churn reduction and revenue protection
• Use insights and analytics to monitor performance against KPIs and continuously refine product strategy and priorities
• Report on outcomes and impact to leaders using consistent, credible performance data
  
  

Manage Stakeholders Across the Organization

• You will act as a key connector across business and technology teams.
• Serve as the primary product interface between Customer Experience Strategy, Marketing, Sales, Customer Care, Field Operations, Billing, Technology, and external partners
• Collaborate and align with stakeholders on strategy, priorities, scope, product design, execution, and expected outcomes
• Manage competing demands and differing priorities while protecting strategic objectives
• Communicate strategy, progress, and impact clearly to audiences ranging from delivery teams to senior leadership
  
  

Define a Product Roadmap

• You will translate strategy and validated business cases into a clear, sequenced roadmap that delivery teams can build against.
• Build and maintain a multi-quarter product roadmap for app, web, and agentic AI experiences, sequencing initiatives by customer impact, business value, and delivery capacity
• Partner with Customer Intelligence to ground roadmap priorities in research and journey analytics
• Work with Product Design to develop user flows, wireframes, and prototypes that define the intended customer experience before builds
• Collaborate with Technology colleagues to assess feasibility, architecture, integration, and dependency implications, and to shape release sequencing
• Collaborate with Product Owners to define features, epics, user stories, and acceptance criteria—alongside non-functional requirements such as performance, accessibility, security, and privacy
• Communicate the roadmap and any changes to stakeholders and leadership, keeping expectations on scope and timing aligned
  
  

Guide Product Delivery

• You will provide strategic direction and product expertise to the teams that bring initiatives to life.
• Partner with agile delivery teams and third party partners to ensure product strategy is translated into clear requirements and priorities
• Provide ongoing guidance on scope, priority, and trade-off decisions as initiatives move through delivery
• Support rapid prototyping via incremental, test-and-learn delivery in complex telecommunications environments with multiple systems and dependencies
• Launch and continually refine new products that integrate smoothly within existing processes and systems
  
  

Champion the Voice of the Customer

• You will advocate for the customer in every strategic and product decision.
• Partnering with the Customer Intelligence team, leverage customer insights, behavioural analytics, complaints, call drivers, and churn data to inform strategy and priorities
• Validate strategic assumptions against real customer journeys and scenarios
• Partner with UX, channel leaders, technology and research teams to shape intuitive and accessible experiences
• Leverage experimentation, MVPs, and test-and-learn approaches with real customers to validate product ideas before committing significant investment
  
  

Ensure Trust, Reliability, and Compliance

• You will balance innovation with operational excellence and customer trust.
• Ensure customer-facing initiatives are planned with security, privacy, accessibility and regulatory requirements in mind
• Identify and mitigate strategic and operational risks related to service continuity, data integrity, and customer impact
• Validate that new capabilities integrate smoothly with existing systems and journeys without degrading customer experience What Success Looks Like
• A clear, well-supported product strategy and roadmap for the customer journey of the future grounded in strong analysis and business cases
• Successful deployment of digital-first products that drive better customer experiences with greater efficiency and lower costs
• Measurable improvements in customer acquisition, retention, NPS, and digital adoption against established KPIs
• Reduction in call drivers and customer effort through improved journeys
• Strong alignment between CX strategy, stakeholders, and business outcomes
  
  

An Ideal Candidate Will Possess

• Proven experience as a Product Manager in digital services or other large scale consumer-facing environments.
• A strategic, analytical, customer-first mindset with a focus on measurable outcomes.
• Early adoption of AI and sophisticated data analytics to inform, accelerate, and enhance product development, deployment, and user experience.
• Strong track record in strategic product planning and analysis, including market, competitive, and opportunity analysis.
• Demonstrated ability to develop business cases and secure investment for product initiatives.
• Experience establishing and tracking performance KPIs to measure product and business impact.
• Demonstrated ability to translate customer needs and business goals into clear product strategy and requirements.
• Experience shaping omnichannel digital customer journeys featuring self service experiences.
• Comfort working in complex environments with multiple systems, integrations, and dependencies.
• Excellent stakeholder management and communication skills, including with senior leadership.
• Familiarity working directly with agile delivery teams is beneficial, though this role centers on strategy, planning, and business outcomes rather than day-to-day backlog ownership.
  
  

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.