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.
Level determined based on experience and demonstrated capability. Minimum of 5 years of relevant experience required.
Position Overview
We are building an AI-Enabled Customer Intelligence & Analytics Centre of Excellence (COE) focused on transforming analytics from traditional reporting into a strategic decision engine for the Customer Office. The role combines Customer Intelligence, Advanced Analytics, AI & Agentic Intelligence, Databricks Application Development, Dashboard Design, Executive Storytelling, and Business Problem Solving. This is not a traditional reporting role. The successful candidate will move rapidly from Data → Insight → Root Cause → Story → Recommendation → Action while leveraging Databricks, Copilot, Claude, Genie, and modern AI technologies. This role is expected to operate in an AI-first environment and leverage AI as a force multiplier across analytics, application development, dashboard design, executive storytelling, and business decision support. Role is Hybird.
Key responsibilities include:
- Perform customer, operational, contact center, field operations, and customer experience analytics.
- Analyze transcripts, technical calls, repeat calls, VOC data, customer journeys, and operational KPIs.
- Identify root causes of business problems and provide actionable recommendations.
- Build Databricks Apps and AI-enabled analytics products.
- Design and develop modern self-service analytics experiences and applications.
- Own analytics products from concept through adoption, including requirements gathering, design, development, testing, deployment, and continuous improvement.
- Build executive-ready dashboards with strong UI/UX and storytelling principles.
- Create PowerPoint presentations explaining root causes, business impacts, and recommendations.
- Leverage Copilot, Claude, Genie, and AI technologies to improve productivity and accelerate insights.
- Contribute to the development of AI-powered analytics products, intelligent agents, conversational analytics solutions, and decision-support capabilities that enable proactive and data-driven decision-making.
- Define KPI logic, maintain certified datasets, and support a trusted KPI foundation.
The ideal candidate will possess:
Required Qualifications
- Minimum 5 years of relevant experience in Analytics, Business Intelligence, Customer Intelligence, Data Analytics, or related fields.
- Experience with Databricks, Databricks SQL, Lakehouse architecture, and Databricks Apps.
- Demonstrated experience designing and building production-ready Databricks Apps, analytics applications, or self-service analytics products is required.
- Strong SQL and analytical problem-solving skills.
- Experience working with large and complex datasets.
- Experience creating executive dashboards and analytics solutions.
- Experience creating executive-ready PowerPoint presentations and storytelling.
- Hands-on experience using AI tools such as Microsoft Copilot, Claude, Databricks Genie, ChatGPT, or similar technologies.
- Experience using AI to accelerate analysis, insight generation, content creation, and business recommendations.
- Strong prompt engineering skills and demonstrated ability to effectively leverage AI tools.
- Proven ability to independently manage end-to-end analytical projects from problem definition through recommendation and presentation.
- Strong communication and presentation skills.
- Ability to independently perform root-cause analysis and provide recommendations.
Preferred Qualifications
- Experience building AI Agents, RAG solutions, conversational analytics, or agentic workflows.
- Experience with Power BI, Tableau, or similar visualization platforms.
- Python experience.
- Telecom, Contact Center, Customer Experience, Customer Care, Workforce Management, Coaching Analytics, or Customer Intelligence experience is highly desirable.
- Experience working with telecom call center data is considered a significant asset.
- Experience designing and delivering analytics products from concept through adoption, including dashboards, applications, self-service analytics solutions, and AI-enabled decision support tools.
- Experience applying prompt engineering techniques to improve the quality, consistency, and effectiveness of AI-generated outputs.
- Experience analyzing customer interaction transcripts, unstructured text data, Voice of Customer (VOC), sentiment data, or conversational intelligence datasets.
- Experience performing customer journey analysis, identifying points of friction, and connecting customer behaviors to operational and business outcomes.
- Demonstrated ability to translate complex analytical findings into executive-ready presentations and actionable business recommendations.
- Experience defining KPI frameworks, semantic data models, metric governance, and reusable business logic to support self-service analytics.
- Experience driving adoption of analytics products, AI solutions, dashboards, or self-service analytics capabilities.
- Experience with Vector Search, RAG architectures, agentic workflows, AI assistants, LLM evaluation and monitoring, and AI governance.
- Databricks Certified Data Analytics or Generative AI Engineer Associate certifications is an asset.
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.
