Director, Global VoC & Customer Insights Analytics

Global Payments; Tempe (AZ); On-site; USD 112,000 - 179,000; Full time

Benefits offered by this job

Competitive salary & benefits package

Global career growth opportunities

Learning & development programs

Inclusive team environment

Community & charity initiatives

Employee assistance program

Job summary

Global Payments is seeking a Director of Voice of Customer (VoC), Customer Insights & Analytics to lead the enterprise VoC strategy and convert customer, operational, and market data into actionable insights. You will own listening programs, analytics capabilities, and reporting standards while collaborating across the organization to drive customer-centric growth.

You will lead a global insights team, develop capabilities across Product and Operations, and advance AI-enabled analytics to inform

Qualifications

• Bring 10+ years of experience in Customer Experience, Customer Insights, Voice of Customer, Market Research, Business Intelligence, Data Analytics, or related field.
• Bring 5+ years of leadership experience managing teams and enterprise-level initiatives.
• Demonstrate success building, governing, and scaling enterprise VoC and survey programs across multiple teams or markets.
• Hands-on expertise with Qualtrics or comparable enterprise platform, including survey administration and vendor management.
• Use advanced analytical and spreadsheet capabilities to organize complex data and translate insights into executive recommendations.
• Influence with diplomacy and high emotional intelligence to drive cross-functional accountability.
• Bachelor's degree or equivalent practical experience; strong systems-thinking mindset.

Responsibilities

• Shape and execute the global Voice of Customer strategy across countries, brands, and customer segments.
• Govern the enterprise survey program and listening methodology with clear standards and accountability.
• Build an integrated customer-listening ecosystem linking survey feedback with behavioral and market data.
• Transform complex data into executive insights and scalable dashboards for informed decisions.
• Advance the organization’s use of Qualtrics, analytics, and AI-enabled capabilities including platform strategy.
• Lead a high-performing global customer insights team and partner with Product, Operations, and other functions.

Skills

Customer Insights

Leadership

VoC programs

Qualtrics

Analytics & dashboards

Diplomacy & influence

Bachelor’s degree

Education

Bachelor's degree in related field

Tools

Qualtrics

Snowflake

Tableau

Power BI

SQL

Python

R

Job description

Global Payments is seeking a Director of Voice of Customer (VoC), Customer Insights & Analytics to lead the enterprise VoC strategy and convert customer, operational, and market data into actionable insights. You will own listening programs, analytics capabilities, and reporting standards while collaborating across the organization to drive customer-centric growth.

You will lead a global insights team, develop capabilities across Product and Operations, and advance AI-enabled analytics to inform