At a Glance
- Tasks: Own and implement Lightspeed's customer health score program, turning data into actionable insights.
- Company: Join a dynamic tech company focused on customer experience and growth.
- Benefits: Competitive salary, flexible work options, and opportunities for professional development.
- Other info: Collaborative environment with potential for career advancement.
- Why this job: Make a real impact by transforming customer insights into strategic business decisions.
- Qualifications: Experience in business analysis and strong data interpretation skills required.
The predicted salary is between 128453 - 156998 $ per year.
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 of Lightspeed’s customer health score program, from scoring component improvements to segmentation, thresholds, and the playbooks tied to each score state.
- Lead 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).
- Provide definitive, data-backed answers on whether specific operational changes or workflows successfully moved the needle on customer behavior, retention, and LTV.
- 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.
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.
Senior Business Analyst, Voice of Customer Insights in Toronto employer: Lightspeed Commerce
At Lightspeed Commerce, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Senior iOS Developer, you'll not only contribute to innovative solutions for the hospitality industry but also benefit from extensive growth opportunities, collaborative teamwork, and a commitment to work-life balance in a vibrant location. Join us to be part of a forward-thinking company that values your expertise and encourages your professional development.
