Director, VoC & AI-Driven Customer Insights

Global Payments; Cincinnati (OH); On-site; USD 150,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Global benefits

Career development

Learning opportunities

Inclusive team

Community involvement

Employee assistance program

Recognition platform

Job summary

Global Payments is seeking a Director, Voice of Customer (VoC) to lead enterprise listening programs and transform customer data into actionable insights across global brands and markets. You will own the VoC strategy, analytics standards, and reporting that drive customer-centric growth.

In this role, you will steward Qualtrics platforms, govern survey design, and build scalable dashboards that influence investment priorities and cross-functional decisions.

Qualifications

• 10+ years in Customer Experience, Insights, or related analytics field.
• 5+ years leading enterprise initiatives and teams.
• Experience building and scaling VoC programs across markets.
• Hands-on with Qualtrics, survey design, and platform optimization.
• Able to translate complex data into executive insights and dashboards.

Responsibilities

• Shape and execute global VoC strategy across brands, countries and segments.
• Govern survey programs with clear standards for design, distribution and reporting.
• Build an integrated listening ecosystem linking surveys to behavior and ops data.
• Transform data into actionable executive insights and scalable dashboards.
• Advance Qualtrics, analytics and AI capabilities; set platform strategy and governance.
• Lead a global customer insights team partnering with Product and Operations.

Skills

VoC

Customer insights

Leadership

Data analytics

Survey programs

Executive storytelling

Education

Bachelor's degree in related field

Master's degree (bonus)

Tools

Qualtrics

Tableau

Power BI

SQL

Python

R

Snowflake

Job description

Global Payments is seeking a Director, Voice of Customer (VoC) to lead enterprise listening programs and transform customer data into actionable insights across global brands and markets. You will own the VoC strategy, analytics standards, and reporting that drive customer-centric growth.

In this role, you will steward Qualtrics platforms, govern survey design, and build scalable dashboards that influence investment priorities and cross-functional decisions.