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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 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
- 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 hybrid environment;
- Genuine career opportunities in a company that’s creating new jobs everyday;
- 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 RSU program (we are all owners)
- Unlimited paid time off policy
- Flexible working policy
- Health insurance
- Health and wellness benefits
- Possibility for transit fees to be covered
- Paid leave assistance for new parents
- Linkedin learning
- Volunteer day
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 to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection 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-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.
Lightspeed Commerce Toronto, Ontario, CAN Office
410 Adelaide St W, 501, Toronto, Ontario, Canada, M5V 1S4
