Senior Business Analyst, Voice of Customer Insights
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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 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 Lightspeed’s customer health score program, from scoring component improvements to segmentation, thresholds, and the playbooks tied to each score state. This includes leading 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 useful
