Director, Global VoC & Customer Insights

Global Payments; Salem (NC); On-site; USD 150,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Global benefits

Career development

Inclusive team

Community initiatives

Wellbeing program

Job summary

Global Payments seeks a Director of Voice of Customer (VoC), Customer Insights & Analytics to lead the enterprise VoC strategy and transform customer, operational, and market data into actionable insights that drive customer-centric growth.

Reporting to the VP/Head of Customer Experience, this leader will establish global listening programs, analytics capabilities, measurement frameworks, and reporting standards while partnering across the organization to identify opportunities and strengthen

Qualifications

• 10+ years of experience in Customer Experience, Customer Insights, Voice of Customer, Market Research, Business Intelligence, Data Analytics, or related field.
• 5+ years of leadership experience managing teams and enterprise-level initiatives.
• Experience building, governing, and scaling enterprise VoC and survey programs across multiple teams/markets.
• Hands-on expertise with Qualtrics or comparable enterprise platform.
• Advanced analytical capabilities to translate data into executive recommendations.
• Diplomatic influence with strong judgment and high EQ, cross-functional collaboration.
• Bachelor's degree or equivalent; strategic, systems-thinking mindset.

Responsibilities

• Shape and execute the global VoC strategy across countries, brands, and customer segments.
• Govern the enterprise survey program with clear standards for design, distribution, and reporting.
• Build an integrated customer-listening ecosystem connecting survey feedback with data sources.
• Transform data into clear executive insights and scalable dashboards for investment decisions.
• Advance use of Qualtrics, analytics, and AI capabilities; own platform strategy and vendor performance.
• Lead a global customer insights team and drive adoption across functions.

Skills

Voice of Customer

Customer Insights

Leadership

Data Analytics

Qualtrics

Tableau

Power BI

SQL

Python

Snowflake

AI-enabled analytics

Education

Bachelor's degree or equivalent

Tools

Qualtrics

Tableau

Power BI

SQL

Python

R

Job description

Global Payments seeks a Director of Voice of Customer (VoC), Customer Insights & Analytics to lead the enterprise VoC strategy and transform customer, operational, and market data into actionable insights that drive customer-centric growth.

Reporting to the VP/Head of Customer Experience, this leader will establish global listening programs, analytics capabilities, measurement frameworks, and reporting standards while partnering across the organization to identify opportunities and strengthen