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Product Manager, Customer Journey
Full-time
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 assumpt
