Director, Global VoC & Customer Insights

Global Payments Inc.; Lenexa (KS); On-site; USD 150,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Global benefits

Career growth

Learning opportunities

Inclusive team

Wellbeing program

Global recognition

Job summary

Global Payments Inc. is seeking a Director of Voice of Customer (VoC), Customer Insights & Analytics to lead the enterprise VoC strategy within the Customer Experience organization.

This leader will transform customer, operational, and market data into actionable insights that shape business decisions and drive customer-centric growth across countries and brands. Reporting to the VP of Customer Experience, you will build listening programs, establish analytics frameworks, and deliver scalable

Qualifications

• 10+ years in Customer Experience, Customer Insights, VoC, Market Research, BI, or related field.
• 5+ years in leadership managing teams and enterprise initiatives.
• Proven in building and scaling VoC programs and surveys across markets.
• Hands-on with Qualtrics or similar platforms; vendor management experience.

Responsibilities

• Shape and execute global VoC strategy across brands and regions.
• Govern enterprise survey program with clear standards and accountability.
• Build an integrated listening ecosystem linking survey, behavioral, and market data.
• Transform data into executive insights and scalable dashboards.
• Advance use of Qualtrics, analytics, and AI-enabled capabilities.
• Lead a global customer insights team and partner with cross-functional teams.

Skills

VoC

Market Research

Customer Insights

Data Analytics

Leadership

Qualtrics

Executive storytelling

Education

Bachelor's degree or higher

Tools

Qualtrics

Job description

Global Payments Inc. is seeking a Director of Voice of Customer (VoC), Customer Insights & Analytics to lead the enterprise VoC strategy within the Customer Experience organization.

This leader will transform customer, operational, and market data into actionable insights that shape business decisions and drive customer-centric growth across countries and brands. Reporting to the VP of Customer Experience, you will build listening programs, establish analytics frameworks, and deliver scalable