Director, Voice of Customer Insights

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 looking for a Director, Voice of Customer Insights to join our team. As the Director, Voice of Customer Insights, owns the end-to-end design, governance, and execution of the Voice of Customer (VoC) strategy. This role is accountable for transforming customer feedback into strategic insights that directly inform executive decision-making, drive measurable improvements across the customer experience, and contribute to business outcomes including retention, revenue performance and operational excellence. This role serves as organizational leader for customer insights, embedding customer voice into functional and corporate level planning.

You will be working on the following:

• Define and execute the enterprise-wide Voice of Customer strategy, aligned with company objectives, across regions, product lines and functions.
• Serve as a key contributor to customer experience strategy and enterprise planning at the executive level.
• Build and govern customer feedback frameworks (surveys, committees, closed-loop processes) that directly influence operational and strategic priorities.
• Lead Voice of Customer Committee and Customer Communication Committee operations, ensuring cross-functional alignment and executive accountability on customer insights.
• Synthesize and translate customer feedback into executive-ready insights, business recommendations, and action plans that inform product roadmaps, GTM initiatives and operational priorities. 
• Own stakeholder management across Product, Marketing, Sales, Customer Experience, and Support to ensure customer insights drive functional and cross-functional business planning, decision-making and transformation roadmaps.
• Oversee and optimize VoC tooling, governance and reporting in partnership with IS and Data teams.
• Integrate emerging technologies (e.g., text/speech analytics, AI) to evolve feedback capabilities and enhance insight generation.
• Establish enterprise-wide insight-to-action processes, monitor outcomes and drive accountability for closed loop execution across the organization.
• Represent the Voice of the Customer in executive forums, steering committees and cross-functional leadership planning cycles.
• Serve as a thought leader and internal advisor on customer listening practices, insight application and business impact measurement.
• Build, develop and lead a high-performing team of customer insight professionals (analysts, program managers, data specialists) fostering a culture of collaboration, accountability, innovation, and continuous improvement.
• Provide leadership, coaching and mentorship to direct reports and influence dotted-line contributors across regions and functions.
• Define team structure, resource needs, and organizational design as VoC capabilities scale.

And a little bit of.... 

• Partnering with Enablement to drive adoption of customer experience insights into frontline teams and customer-facing processes.
• Lead collaboration with Product, Marketing, Support, Account Management and Implementation to close feedback loops and prioritize customer informed improvements.
• Evolving best practices for survey design, reporting cadence, and insight storytelling for senior audiences.
• Driving a culture of customer-centricity across the Global Delivery & Customer Innovation Hub and enterprise leadership.

What you need to bring:

• 10+ years leading Voice of Customer, Customer Insights, or CX Measurement programs at an enterprise or division level.
• Strong background in survey design, customer feedback management, and insight storytelling for executive audiences.
• Demonstrated experience driving executive-level customer insight strategies that inform business planning, product development and operational decision-making.
• Proven experience building and leading teams with direct reports and/or dotted line resources across global regions and functions.
• Hands-on experience with feedback and analytics platforms (Qualtrics, Customer Thermometer, Power BI, Tableau).
• Project management and governance leadership experience required.

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.