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About the Role
Lightspeed is seeking a Senior Business Analyst, VoC Insights to own the customer health score program. This role involves managing the strategy, implementation, and enablement of the program, translating customer data and signals into actionable insights on account risk, retention, and expansion opportunities.
Responsibilities
- Own the strategy and implementation of Lightspeed’s customer health score program, including scoring components, segmentation, thresholds, and associated playbooks.
- Lead the implementation of health score changes in the CX platform ChurnZero, collaborating with stakeholders on configuration and data models.
- Build the enablement layer for health scores across GTM, CX Ops, and leadership, including documentation, training, dashboards, and operating cadence.
- Expand the usefulness of health scoring to focus on growth and enterprise impact beyond GTM.
- Validate health score/sentiment performance against actual customer outcomes (renewals, churn, expansion, NPS movement) and recalibrate the model.
- Translate health score/sentiment patterns into business recommendations for leadership, providing a clear point of view on intervention.
- Lead impact analysis on CX initiatives that address customer account health gaps.
- Support QBRs and executive readouts with health-score-driven account narratives.
- Run ad hoc deep dives for leadership on cohorts, segments, or risk patterns.
Requirements
- 5+ years of experience in Business Intelligence, CX Strategy, or Ops in a high-growth SaaS environment.
- Direct experience designing or owning a customer health score program, including input selection, weighting, validation, and rollout.
- Extensive experience extracting insights from health scores, segments, and adoption models using ChurnZero (or equivalent CS platform).
- High proficiency in SQL and data visualization tools (Tableau, Looker, or Sigma).
- A track record of turning complex data into clear, executive-level narratives that lead to measurable business outcomes.
- Experience enabling cross-functional teams, including building documentation, training, and operating rhythms.
- Comfortable being handed a vague business problem and returning with a data-driven solution and a suggested plan of action.
- Ability to identify patterns in data and trends.
- Ability to translate technical system metrics into clear, actionable bullet points for leadership.
- Ability to identify where workflows are failing to capture the right data and partner with the team to fix it.
- Focus on whether the health score or sentiment analysis gets used, as well as technical correctness.
- Ability to earn credibility and trust with GTM agents and executives through demonstrated work.
Skills
- Business Intelligence
- CX Strategy
- CX Operations
- Customer Health Score Program Management
- ChurnZero (or equivalent CS platform)
- SQL
- Data Visualization (Tableau, Looker, Sigma)
- Executive-level Communication
- Cross-functional Enablement
- Problem Solving
- Data Analysis
- Statistical Correlation
- Trend Identification
Location
- Remote
Work Type
- Flexible work environment
- Remote
Experience Level
- Senior
Salary/Compensations
- 82,000 to 92,000 CAD
Benefits
- Flexible paid time off
- Remote work policies
- Equity options
- Contributions to pension plan
- Training opportunities
- Health and wellness credit
- Time off to volunteer
- Interest groups
- Employee led networks
- Social committees
- Sponsored sports teams
- Computer purchase program (Macbook)
- Enhanced parental leave
- Medical insurance
- Dental insurance
- Wellness insurance
- Life insurance
- Disability insurance
- RRSP plan and match
- Paid parental leave top-up
About the Company
- Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences.
- The company's cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.
- Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD).
- With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.
- Lightspeed is building communities through commerce and is committed to inclusion from its founding.
- The company invests in employee growth with continuous learning opportunities, global mobility, and benefits.
Equal Opportunity
- Lightspeed is a proud equal opportunity employer and is committed to creating an inclusive and barrier-free workplace.
- Lightspeed welcomes and encourages applications from people with disabilities.
- Accommodations are available on request for candidates taking part in all aspects of the selection process.