Senior Customer Experience & Advocacy Consultant

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 Senior Customer Experience & Advocacy Consultant to join our team. As the Senior Customer Experience & Advocacy Consultant you will independently own and evolve assigned programs within the Customer Experience & Advocacy portfolio. With a mandate focused on amplifying the Voice of Customer, driving customer advocacy and shaping engagement programs, you will proactively identify opportunities, lead cross-functional initiatives within your workstreams and synthesize insights that inform business decisions across multiple levels of leadership.

You will be working on the following:

Customer Feedback & Insights

• Own the collection and monitoring of customer feedback across global review sites and aggregate feedback across platforms into internal VOC systems.
• Respond to public reviews, balancing brand tone with empathy and clarity.
• Analyze qualitative and quantitative feedback to identify themes, trends, emerging issues and opportunities for business improvement.
• Synthesize insights into consumable reports, executive summaries and recommendations that inform leadership decision-making and cross-functional prioritization.
• Monitor sentiment trends over time and escalate emerging risks or opportunities to business leaders.
• Lead the redesign and optimization of existing manual feedback aggregation and management processes, identifying opportunities to streamline, automate and scale feedback operations for long-term sustainability.

Customer Advocacy & Storytelling

• Independently lead the identification, development and execution of customer story opportunities aligned to business objectives, industry verticals and market segments.
• Partner with Marketing and Account Management to build and maintain a robust pipeline of referenceable customers.
• Contribute to advocacy campaign planning and support internal enablement on how to leverage customer stories across the business.

Voice of Customer Program

• Own assigned workstreams within the Voice of Customer program and identify opportunities for program improvement.
• Collaborate with internal partners to evolve feedback mechanisms and program cadence to improve response rates, data quality and insight relevance.
• Support the development of feedback frameworks that integrate with cross-functional reporting and business reviews.
• Lead special projects or pilots to enhance how customer feedback is captured, analyzed and actioned across the organization.

Customer Community & Engagement

• Independently manage assigned community programs that foster customer connection, knowledge sharing and engagement.
• Monitor community activity to identify rising voices and potential customer challenges.
• Propose and implement new community initiatives (i.e., AMAs, forums, advisory boards) that strengthen customer participation and loyalty. 
• Partner with cross-functional teams to align community content and programming with broader customer experience and product initiatives.

Cross-functional Collaboration

• Serve as the lead program owner for assigned advocacy, feedback and engagement initiatives, coordinating with stakeholders across Support, Product, Marketing, Customer Experience and Sales.
• Facilitate cross functional workstreams, pilots and initiatives that improve how customer feedback is leveraged to drive business decisions.
• Actively contribute to the Customer Experience & Advocacy roadmap, sharing insights, trends and recommendations that inform evolving program direction. 
• Build strong relationships with internal partners to advocate for customer needs and help prioritize experience improvements across the customer journey.

And a little bit of.... 

• Jumping into CX projects that span departments—from advisory boards to user research
• Pitching creative ideas to make customers feel heard, valued, and celebrated
• Helping the Manager, CX & Advocacy evolve the strategy and scale impact

What you need to bring:

• 5+ years of experience in Customer Experience, Customer Marketing, Community Management, or a related customer-facing role.
• Proven experience independently managing customer advocacy, feedback programs, or community platforms.
• Demonstrated success leading cross-functional initiatives across teams like Support, Marketing, Product, or Account Management
• Proficiency with customer engagement tools such as NPS/CSAT platforms, Intercom, ChurnZero, or community/review platforms (e.g. Trustpilot)
• Proven ability to manage administrative workflows, organize data or insights, and support program operations
• Ability to synthesize customer feedback into executive-ready insights or and translate  customer feedback into business recommendations.
• Experience contributing to the design, evolution and scaling of customer experience programs.

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.