Senior Business Analyst, Voice of Customer Insights at Lightspeed Commerce in Toronto, ON

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 identi