Senior Analyst, Voice of Customer Insights

Lightspeed; Montreal; On-site; CAD 75,000 - 95,000; Full time

Job summary

Lightspeed is seeking a Senior Analyst, Voice of Customer Insights, responsible for transforming customer feedback into actionable insights. The role involves analyzing data from various sources, designing dashboards, and collaborating with cross-functional teams to enhance customer experience. Join a company that values flexibility and career growth while working in a supportive environment.

Benefits

Uncapped commission

Lightspeed share scheme

Immediate access to benefits plan

RRSP match after 3 months

Fitness & Wellness benefit: $500 CAD per year

Unlimited Paid Time Off

Parental leave Top-Up

Qualifications

• 4–6+ years in Customer Insights, Data Analytics, Business Intelligence, or CX Strategy.
• Strong experience with survey platforms and BI tools.
• Analytical thinker with strong storytelling skills.

Responsibilities

• Gather and analyze feedback data from multiple sources.
• Design and manage reporting dashboards to visualize insights.
• Translate data into actionable insight reports for leadership.

Skills

Customer Insights

Data Analytics

Business Intelligence

CX Strategy

Storytelling

Tools

Power BI

Tableau

Excel

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 Analyst, Voice of Customer Insights to join our team. As the Senior Analyst, Voice of Customer Insights, is responsible for gathering, analyzing, and turning customer feedback into clear, actionable insights that help business leaders drive measurable improvements in customer experience and retention.

You will be working on the following:

• Gather and analyze feedback data from multiple sources (NPS, CSAT, CES, surveys, text/speech analytics)
• Design and manage reporting dashboards (Power BI, Tableau) to visualize insights
• Identify trends, emerging pain points, and root causes from customer feedback
• Translate data into actionable insight reports for leadership and stakeholders
• Support Voice of Customer Committee operations with data-driven insight summaries
• Track the effectiveness of closed-loop feedback actions
• Collaborate with cross-functional partners to surface insight gaps and propose new feedback mechanisms
• Conduct ad hoc deep dives and analysis projects as needed

And a little bit of....

• Partnering with Product, Support, and Customer Success teams to deliver targeted analysis
• Supporting the Senior Manager with stakeholder presentations and QBR reporting
• Monitoring data quality and continuously enhancing VoC data collection practices

What you need to bring:

• 4–6+ years in Customer Insights, Data Analytics, Business Intelligence, or CX Strategy
• Strong experience with survey platforms
• Proficiency with BI visualization tools (Power BI, Tableau) and data analysis in Excel
• Familiarity with CX measurement methodologies (NPS, CSAT, CES)
• Analytical thinker with a passion for finding patterns in customer behavior
• Strong storytelling skills - ability to translate data into simple, actionable insights
• Attention to detail and data quality
• Highly collaborative and comfortable influencing without authority
• Proactive, organized, and curious
• Comfortable working in fast-paced, evolving environments

We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... Hit the ‘Apply’ button and give it a try!

What’s in it for you?
Come live the Lightspeed experience...

• Ability to do your job in a truly flexible environment;
• Genuine career opportunities in a company that’s creating new jobs everyday;
• Uncapped commission;
• Work in a team big enough for growth but lean enough to make a real impact.

… and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:

• Lightspeed share scheme (we are all owners)
• Immediate access to our benefits plan
• RRSP match after 3 months
• Fitness & Wellness benefit: $500 CAD per calendar year
• Unlimited Paid Time Off
• Parental leave Top-Up

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 tocreating an inclusive and barrier-free workplace. Lightspeed welcomes andencourages applications from people with disabilities. Accommodations areavailable on request for candidates taking part in all aspects of theselection process.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stopcommerceplatform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloudcommercesolution 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.

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