Senior Business Analyst, Voice of Customer Insights

The role

You will own the strategy, implementation, and enablement of the customer health score program. You will turn customer health signals into views of account risk, retention opportunity, and expansion potential.

What you will do

• Own the strategy and implementation of the customer health score program.
• Lead the implementation of health score changes in ChurnZero.
• Build the enablement layer for health scores across GTM, CX Ops, and leadership.
• Validate health score and sentiment performance against actual customer outcomes.
• Translate health score and sentiment patterns into business recommendations for leadership.
• Lead impact analysis on CX initiatives that close 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.

Required qualifications

• 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.
• Mastery of ChurnZero or equivalent CS platform.
• High proficiency in SQL.
• High proficiency in data visualization tools (Tableau, Looker, or Sigma).
• Track record of turning complex data into executive-level narratives.
• Experience enabling cross-functional teams through documentation, training, and operating rhythms.

Benefits

• Flexible work environment
• Flexible paid time off and remote work policies
• Equity options
• Contributions to your pension plan
• Training opportunities
• Health and wellness credit
• Time off to volunteer
• Interest groups, employee led networks, social committees or sponsored sports teams
• Computer purchase program for personal Macbook
• Enhanced parental leave
• Medical, dental, wellness, life and disability insurance
• RRSP plan and match, paid parental leave top-up

Before you apply

• Compensation information is solely for candidates hired to perform work within Ontario.
• Lightspeed uses artificial intelligence–enabled tools to support certain aspects of the recruitment process.

About the company

Lightspeed is a cloud commerce platform that helps merchants innovate, simplify, scale, and provide exceptional customer experiences. Founded in Montréal in 2005, the company is dual-listed on the NYSE and TSX.