Director, Global VoC & Customer Insights Analytics

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

Benefits offered by this job

Competitive salary

Global benefits

Career development

Inclusive team

Community involvement

Employee assistance program

Recognition platform

Job summary

Global Payments Inc. is seeking a Director, Voice of Customer to lead our global customer insights and analytics within the Customer Experience team.

Reporting to the VP, this role will own the enterprise VoC strategy and turn customer, operational, and market data into actionable insights that drive customer-centric growth. You will establish listening programs, analytics capabilities, and reporting standards while partnering across the organization to identify opportunities and strengthen

Qualifications

• 10+ years in CX, insights, VoC, market research, BI, or data analytics.
• 5+ years of leadership experience managing enterprise initiatives.
• Proven success building and scaling VoC/survey programs across teams/markets.
• Hands-on with Qualtrics or a comparable enterprise platform.
• Advanced analytical and spreadsheet skills to translate data into executive insights.
• Diplomacy, judgment and high EI to drive cross-functional accountability.
• Bachelor’s degree or equivalent; strong systems-thinking mindset.

Responsibilities

• Shape and execute the global Voice of Customer strategy across countries and segments.
• Govern enterprise survey program with clear standards for design, distribution, measurement, and reporting.
• Build an integrated listening ecosystem linking survey, behavioral, and market data.
• Transform data into clear executive dashboards to inform priorities.
• Advance use of Qualtrics, analytics, and AI capabilities; manage platform strategy.
• Lead a global customer insights team partnering with Product and Operations.

Skills

VoC leadership

Market research

Qualtrics

Data analytics

Dashboarding

Executive communication

Bachelor’s degree

Education

Bachelor’s degree

Tools

Tableau

Power BI

SQL

Python

R

Snowflake

Job description

Global Payments Inc. is seeking a Director, Voice of Customer to lead our global customer insights and analytics within the Customer Experience team.

Reporting to the VP, this role will own the enterprise VoC strategy and turn customer, operational, and market data into actionable insights that drive customer-centric growth. You will establish listening programs, analytics capabilities, and reporting standards while partnering across the organization to identify opportunities and strengthen