Senior Business Analyst, Voice of Customer Insights

Job description

Hi there! Thanks for stopping by 👋 Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! We’re looking for a Senior Business Analyst, VoC Insights who will own the business strategy, implementation, and enablement of Lightspeed's customer health score program. You sit at the intersection of customer data, CX operations, and commercial decision-making, turning customer health signals into an accurate, robust and consistent view of account risk, retention opportunity, and expansion potential. What you’ll be doing: - Own the strategy and implementation Lightspeed’s customer health score program, from scoring component improvements to segmentation, thresholds, and the playbooks tied to each score state. This includes leading the implementation of health score changes in our CX platform ChurnZero, partnering with key stakeholders on configuration and underlying data models. - Build the enablement layer for health scores across GTM, CX Ops, and leadership, including documentation, training, dashboards, and the operating cadence for how scores get reviewed and acted on. Expand the usefulness of health scoring to focus on growth and on enterprise impact beyond GTM (P&T, Finance, etc.) - Validate health score/sentiment performance against actual customer outcomes (renewals, churn, expansion, NPS movement) and recalibrate the model as the business evolves. - Translate health score/sentiment patterns into business recommendations for leadership across GTM, P&T and Finance stakeholders, with a clear point of view on where to intervene and why. - Lead impact analysis on CX initiatives that close customer account health gaps (customer adoption, retention, growth). You lead the analysis to provide definitive, data-backed answers on whether specific operational changes or workflows successfully moved the needle on customer behavior, retention, and LTV. - Supporting QBRs and executive readouts with health-score-driven account narratives, and running ad hoc deep dives when leadership needs a fast, defensible read on a cohort, segment, or risk pattern. And a little bit of… - Health Score Data Accuracy: Statistical correlation between health score states and actual renewal, churn, and expansion outcomes - Enablement & Internal Adoption: % of GTM reps actively using health scores in their account planning, measured through ChurnZero usage - Customer Experience Impact: Ability to influence positive changes in customer health, retention and LTV (e.g., % of CX operational pivots, plays, or workflow changes directly attributed to health score insights surfaced) - System Utility: The successful "Operationalization" of ChurnZero, measured by the depth and frequency of dashboard usage by CX leadership - Time-to-Insight: Leadership analysis requests delivered timely and thoroughly What you need to bring: - 5+ years of experience in Business Intelligence, CX Strategy, or Ops in a high-growth SaaS environment. - Account Health Ownership: Direct experience designing or owning a customer health score program, including input selection, weighting, validation, and rollout - Mastery of ChurnZero (or equivalent CS platform): Extensive experience extracting insights from health scores, segments, and adoption models. - Analytical Toolset: High proficiency in SQL and data visualization tools (Tableau, Looker, or Sigma) to supplement native system reporting. - Proven Strategic Impact: A track record of turning complex data into clear, executive-level narratives that lead to measurable business outcomes. - Collaborative DNA: Experience enabling cross-functional teams, including building documentation, training, and operating rhythms that get adopted. - The "Internal Consultant": You are comfortable being handed a vague business problem and returning with a data-driven solution and a suggested plan of action. - The Pattern Recognizer: You have a "sixth sense" for the story in the numbers—you can identify feature decay or engagement spikes before they become broader trends. - Strong Communicator: You translate technical system metrics into clear, actionable bullet points that a VP or Director can act on immediately. - Proactive Problem Solver: You don't just report on the data; you identify where workflows are failing to capture the right data and partner with the team to fix it. - Operator's mindset: You care as much about whether the health score or sentiment analysis gets used as whether it is technically correct. - Influencer / Trust Builder: GTM agents and executives rely on your numbers because you have shown your work and earned the credibility. Be a changemaker You’ll enjoy: - A flexible work environment that empowers you to do your best work - A culture that celebrates performance - The chance to make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard - Career-defining opportunities Plus benefits designed to keep you happy, healthy and fulfilled. - Flexible paid time off and remote work policies - Equity options, because this is your company too - Contributions to your pension plan. Your future matters - Training opportunities to grow your skills and career - Health and wellness credit so you feel your best - Time off to volunteer and give back to your community - Interest groups, employee led networks, social committees to sponsored sports teams - Computer purchase program to get your personal Macbook - Enhanced parental leave to support growing families Fuel your growth. Find your people. At Lightspeed, your growth is our priority. We invest in you with continuous learning opportunities, global mobility and benefits designed to support you—all within a driven, diverse and inclusive team that’s passionate about empowering our communities To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes. Lightspeed is a proud equal opportunity employer and we are 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. WHERE TO FROM HERE? Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here https://www.lightspeedhq.com/careers/. Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs. WHO WE ARE: Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our 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 handles your information in accordance with our Applicant Privacy Statement https://www.lightspeedhq.com/legal/applicant-privacy-statement/.