AI Program Lead, Customer Experience

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 hiring an AI Program Lead, Customer Experience to develop, own, and operationalize the AI strategy for our customer experience organization. As the AI program lead, you’ll be the architect of our post-sale AI roadmap and the executor who rolls it out. From optimizing our current stack to identifying new tooling, from influencing content strategies that feed better AI outcomes to redesigning inefficient workflows, you’ll drive high-impact, high-visibility transformation.

You will be working on the following:

• Set the AI vision for Customer Experience: Define what great looks like, where we’re headed, and how AI will get us there across Support, Implementation, Onboarding, and Customer Operations.
• Build the roadmap and drive execution: Prioritize and own high-impact AI opportunities across our tech stack and new solutions. You are responsible for the what and the how.
• Maximize impact of current tools: Audit and optimize our AI-enabled platforms (e.g. Intercom, Zendesk, ChurnZero) to ensure we’re extracting full value.
• Identify whitespace and lead pilot programs: Bring in new tools or build AI-powered workflows to reduce manual work, improve customer experience, and increase efficiency.
• Act as a strategic partner to cross-functional teams: Collaborate with Enablement, Content, Tooling, Process Optimization, and frontline leaders to influence how AI is used to meet key goals (like support deflection, onboarding efficiency, CSAT).
• Champion internal adoption: Help teams trust, use, and benefit from the AI solutions you implement.

And a little bit of.... 

• Running time-saving audits with teams to uncover manual work ripe for AI automation—and then helping them fix it.
• Acting as the internal “Oz” behind the curtain—advising leadership on what’s possible while empowering operators to drive change with AI at their side.
• Leading early adoption of emerging trends, tooling, and frameworks in the AI-for-CX space.
• Educating and enabling teams on responsible AI use and change management best practices.
• Creating internal documentation, proof-of-concepts, and playbooks to scale what works.

What you need to bring:

• 4+ years in roles involving AI, automation, or digital transformation—ideally within customer experience, customer support, or operational excellence functions.
• Experience developing or contributing to an AI strategy—bonus points if you’ve built something from scratch or had to influence leadership on what “good” looks like.
• Proven track record of rolling out AI-powered solutions or automated workflows that delivered measurable business impact (e.g. time savings, deflection, NPS improvement).
• Hands-on experience with AI-enabled platforms in the CX ecosystem (e.g. Intercom Fin, Zendesk bots, ChurnZero, Cobrowse) or with low/no-code platforms (Zapier, Make, OpenAI, etc.).
• Demonstrated success influencing cross-functional stakeholders and driving adoption across diverse teams—especially when you didn’t have direct authority.
• Familiarity with change management, pilot testing, and the iteration cycle of launching new tech in complex orgs.
• Strong problem-solving chops and an eye for identifying high-leverage, high-impact opportunities where AI can elevate the human experience.

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!

• 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.

• 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 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.