Senior VoC Insights Analyst - Health Score & Growth

Lightspeed Commerce; Toronto; On-site; CAD 110,000 - 150,000; Full time

Job summary

Lightspeed Commerce in Toronto is seeking a Senior Business Analyst, VoC Insights to own the strategy, implementation, and enablement of the customer health score program. You will connect customer data, CX operations, and commercial decisions to create a robust view of account risk, retention opportunity, and expansion potential.

You’ll lead health score improvements in ChurnZero, build enablement materials, dashboards, and cadence for reviews, and translate patterns into actionable

Qualifications

• Experience turning customer data into actionable insights.
• Ability to lead cross-functional projects.
• Strong communication and storytelling with data.

Responsibilities

• Own the strategy and implementation of Lightspeed’s customer health score program in CX.
• Build enablement materials, dashboards, and playbooks for health scores.
• Validate score performance against renewals, churn, and expansion outcomes.
• Translate patterns into leadership recommendations across GTM, Finance, and P&T.
• Lead analyses showing the impact of CX initiatives on retention and LTV.

Skills

Data analysis

Stakeholder management

CX operations

Business strategy

Education

Bachelor’s degree in business/data science

Tools

ChurnZero

Job description

Lightspeed Commerce in Toronto is seeking a Senior Business Analyst, VoC Insights to own the strategy, implementation, and enablement of the customer health score program. You will connect customer data, CX operations, and commercial decisions to create a robust view of account risk, retention opportunity, and expansion potential.

You’ll lead health score improvements in ChurnZero, build enablement materials, dashboards, and cadence for reviews, and translate patterns into actionable