Business Analyst, Voice of Customer Analytics

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We're looking for a Lead, Voice of the Customer Analytics Business Analyst to own the strategy, implementation, and adoption of the Lightspeed Customer Health Score program. You will be at the intersection of customer data, CX operations, and business decision-making, transforming customer health signals into an accurate, reliable, and consistent understanding of risk, retention opportunities, and growth potential.

What you’ll own:

• Own the Lightspeed Customer Health Score strategy and implementation, from score component improvements to segmentation, thresholds, and playbooks associated with each score state. This includes leading the implementation of health score-related changes into our ChurnZero CX platform, collaborating with key stakeholders on configuration and underlying data models.

• Develop a health score adoption strategy for GTM, CX Ops, and leadership teams, including documentation, training, dashboards, and operational processes for reviewing scores and taking action on them. Scale health score adoption to focus on growth and its impact across the entire company beyond GTM (e.g., P&T, Finance, etc.).

• Validate the effectiveness of the health score and customer sentiment analysis against actual customer outcomes (renewals, churn, growth, NPS changes) and recalibrate the model as the business evolves.

• Translate trends related to health score and customer sentiment analysis into business recommendations for leadership and GTM, P&T, and Finance stakeholders, with a clear point of view on where and why to intervene.

• Lead the analysis of the impact of CX initiatives aimed at closing gaps in customer account health (usage, retention, growth). You will lead the analysis needed to get clear, data-backed answers to questions about whether specific operational changes or workflows have had a real impact on customer behavior, retention, and LTV.

• Support QBRs and leadership presentations with health score-based account analysis and conduct deep-dive ad-hoc analysis when leadership quickly needs a clear, informed view on a cohort, segment, or risk trend.

And a little bit about...

• Health Score Data Accuracy: The statistical correlation between health score states and actual renewal, churn, and growth outcomes.

• Internal Adoption and Training: The percentage of GTM reps actively using the health score when planning their accounts, measured via ChurnZero usage.

• Customer Experience Impact: The ability to drive positive improvements in customer health, retention, and LTV (e.g., the percentage of changes to CX operational processes, scenarios, or workflows directly tied to insights from the health score).

• System Usefulness: The successful operationalization of ChurnZero, measured by the depth and frequency of dashboard usage by CX leaders.

• Time to Insight: The ability to answer leadership’s analysis requests quickly and thoroughly.

What you can bring to the team:

• 5+ years of experience in Business Intelligence, CX Strategy, or Operations within a high-growth SaaS environment.

• Ownership of Account Health Score: Direct experience developing or managing a customer health score program, including data selection, weighting, validation, and deployment.

• Proficiency in ChurnZero (or equivalent CS platform): Deep experience extracting insights from health scores, segments, and usage patterns.

• Analytics Tools: Strong command of SQL and data visualization tools (Tableau, Looker, or Sigma) to supplement the systems’ built-in reporting.

• Demonstrable Strategic Impact: Experience translating complex data into clear analytical insights for leadership, driving measurable business outcomes.

• Collaboration: Experience working with cross-functional teams, including creating documentation, training, and operational procedures that are actually implemented.

• “Internal Consultant” Role: You are comfortable tackling an ambiguous business problem and delivering a data-informed solution and recommended course of action.

• Sense of Trends: You have a “sixth sense” for understanding the core of the numbers — you can spot a drop in feature usage or a spike in activity before they become broader trends.

• Excellent Communicator: You can translate technical metrics from systems into clear, actionable insights that a VP or Director can use immediately.

• Proactive Problem Solver: You don't just report the data; you identify where workflows are preventing the right data from being collected and collaborate with the team to fix it.

• Operational Mindset: You value the actual use of a health score or sentiment analysis as much as its technical accuracy.

• Influence and Trust: GTM teams and leadership trust your numbers because you are transparent in your analysis and have earned their confidence.

We know people are more than just a resume. If you’re unsure if your profile fits this role, click the “Apply” button to find out!

Dare to change:

You’ll be able to benefit from:

• A flexible work environment that allows you to do your best work (3 days/week in office)

• A culture that values results

• The opportunity to contribute to a team that’s large enough for professional growth, but small enough for your voice to be heard

• Opportunities that will shape your career

Not to mention benefits designed for your happiness, health, and well-being:

• Flexible paid time off and remote work policy

• Stock purchase program because this is your company too

• Contributions to your retirement plan because we care about your future

• Learning opportunities to grow your skills and career

• Health & wellness allowance to keep you feeling your best

• Time off for volunteering and community involvement

• Interest groups from employee-led groups to sponsored sports teams

• Computer purchase program to get your personal MacBook

• Enhanced parental leave to support growing families

Grow your career. Find your team.

Lightspeed is a proud equal opportunity employer and we are committed to building an inclusive work environment free of barriers. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

WHAT’S NEXT?

Clearly, this needs to be a win-win: we want you to land a role you love, and we want to offer you a place you’ll be proud to come to every day. To peek inside our world, check out our careers page here.

Lightspeed builds community through commerce, and to do this, we need people from all walks of life and with diverse lived experiences. We were founded in 2005 in Montreal’s village, and our first employees were part of the LGBTQ+ community. The spirit of our business from day one has been about inclusivity, and we are committed to providing a workplace where everyone feels welcome.

WHO WE ARE:

By creating opportunities for the businesses that form the backbone of the global economy, Lightspeed’s all-in-one commerce platform helps merchants innovate to simplify, scale, and deliver exceptional customer experiences. Our cloud-based commerce solution transforms and unifies online and omnichannel transactions, multi-location expansion, global payments, financial solutions, and vendor network connections.

Founded in Montreal, Canada, in 2005, Lightspeed is dually listed on the New York Stock Exchange (NYSE: LSPD) and the Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and the Asia-Pacific region, the company serves retail, hospitality, and golf businesses in over 100 countries.

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