Senior Business Analyst, Voice of the Customer Analytics

Role Summary

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Are you actively looking for a new opportunity? Or are you just taking a look at the market? Well…you’ve come to the right place!

We are seeking a Senior Business Analyst, Voice of the Customer Analytics who will be responsible for the strategy, implementation and adoption of Lightspeed's 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, robust and consistent view of account risk, retention opportunities and expansion potential.

Responsibilities

• Be responsible for the strategy and implementation of Lightspeed's Customer Health Score program, from improving score components to segmentation, thresholds and playbooks associated with each score state. This includes leading the implementation of health score changes in our CX platform, ChurnZero, in collaboration with key stakeholders on the configuration and underlying data models.
• Develop the health score adoption strategy with GTM, CX Ops teams and management, including documentation, training, dashboards and operational rhythm to review scores and act on them. Expand the use of health scores to focus on growth and their enterprise-wide impact beyond GTM (P&T, Finance, etc.).
• Validate the performance of health scores and customer sentiment against actual customer results (renewals, churn, expansion, NPS evolution) and recalibrate the model as the business evolves.
• Transform health score and customer sentiment trends into business recommendations for GTM, P&T and Finance management and stakeholders, with a clear view on where to intervene and why.
• Lead impact analyzes of CX initiatives aimed at reducing gaps in customer account health (adoption, retention, growth). You will lead the analyzes necessary to provide clear, data-driven answers about whether certain operational changes or workflows have actually impacted customer behavior, retention and LTV.
• Support QBRs and management presentations with account analyzes based on health scores, and perform ad-hoc in-depth analyzes when management quickly needs a clear and defensible read on a cohort, segment or risk trend.

And a little…

• Health Score Data Accuracy: Statistical correlation between Health Score states and actual renewal, churn, and expansion results.
• Internal adoption and enablement: % of GTM reps actively using health scores in their account planning, measured by ChurnZero usage.
• Impact on customer experience: Ability to drive positive improvements in customer health, retention and LTV (e.g. % of operational CX, plays or workflow changes directly attributed to insights from health scores).
• System usefulness: Successful operationalization of ChurnZero, measured by the depth and frequency of use of dashboards by CX leaders.
• Time-to-Insight: Ability to respond quickly and in depth to management's requests for analysis.

Requirements

What you can bring to the team

• 5+ years of experience in Business Intelligence, CX strategy or operations in a high-growth SaaS environment.
• Account Health Score Accountability: Direct experience designing or managing a customer health score program, including data selection, weighting, validation and deployment.
• Proficiency in ChurnZero (or equivalent CS platform): In-depth experience extracting insights from health scores, segments and adoption patterns.
• Analytical tools: Very good command of SQL and data visualization tools (Tableau, Looker or Sigma) to complete the systems' native reports.
• Demonstrated strategic impact: Experience transforming complex data into clear analyzes intended for management and leading to measurable business results.
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• Lightspeed handles your information in accordance with our Applicant Privacy Statement https://www.lightspeedhq.com/legal/applicant-privacy-statement/.

About the Company

ABOUT LIGHTSPEED

Lightspeed is an international tech company that supports entrepreneurs in retail, hospitality and e-commerce with powerful commerce solutions. With colleagues and offices all over the world, we help companies grow through innovative software, data and payment solutions. From our office in Amsterdam, we work together every day in a dynamic, international environment where collaboration, innovation and entrepreneurship are central.

Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution 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.

Lightspeed handles your information in accordance with our Applicant Privacy Statement https://www.lightspeedhq.com/legal/applicant-privacy-statement/.