Senior Business Analyst, Voice of Customer Insights

About the Position

We're seeking a Senior Business Analyst, Voice of Customer Insights to join our team in Toronto, Ontario, Canada, focusing on customer health score program strategy and implementation.

Responsibilities

• Own the strategy and implementation of Lightspeed’s customer health score program, from scoring component improvements to segmentation, thresholds, and the playbooks tied to each score state.
• 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.
• 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.
• Lead impact analysis on CX initiatives that close customer account health gaps (customer adoption, retention, growth).
• Support QBRs and executive readouts with health-score-driven account narratives, and run ad hoc deep dives when leadership needs a fast, defensible read on a cohort, segment, or risk pattern.

Requirements

• 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.

We Offer

• 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.
• 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.

About the Company

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.

Salary

The total compensation for this position is expected to be in the range of $82,000 to 92,000 CAD per year. Lightspeed also provides a variety of employee benefits including, but not limited to, medical, dental, wellness, life and disability insurance, RRSP plan and match, paid parental leave top-up, and paid time off.

Please note that this compensation information is solely for candidates hired to perform work within Ontario and reflects the amount Lightspeed is willing to pay at the time of this posting. This role represents an existing vacancy at Lightspeed. Lightspeed uses artificial intelligence–enabled tools to support certain aspects of the recruitment process; all hiring decisions are made by our recruiting and hiring teams.

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.