Director, VoC & Customer Insights Analytics

Global Payments; Anaheim (CA); On-site; USD 112,000 - 179,000; Full time

Benefits offered by this job

Competitive salary

Global benefits

Career growth

Learning and development

Inclusive culture

Wellbeing program

Employee assistance

Job summary

Global Payments, a leading payments company, seeks a Director of Voice of Customer to own the enterprise VoC strategy and turn customer and market data into actionable insights that drive customer-centric growth. Reporting to the VP of Customer Experience, you will lead global listening programs and analytics capabilities.

You will shape the survey program, standardize methodologies, and build dashboards that influence executive decisions.

Qualifications

• 10+ years in Customer Experience, Insights, or related fields.
• 5+ years in leadership of enterprise-scale programs.
• Proven ability to govern VoC and survey programs across multiple teams/markets.
• Hands-on expertise with Qualtrics and enterprise analytics.
• Strong analytical skills to translate data into executive recommendations.
• Strategic mindset with ability to manage competing priorities globally.

Responsibilities

• Shape and execute global VoC strategy across countries, brands, and customer segments.
• Govern enterprise survey programs with clear standards and accountability.
• Build integrated listening ecosystem linking survey feedback with operational data.
• Develop executive insights and scalable dashboards for investment decisions.
• Advance use of AI-enabled capabilities and platform governance.
• Lead a high-performing global insights team collaborating with Product and Operations.

Skills

VoC Leadership

Data Analytics

Qualtrics

Executive Dashboards

Cross-functional Leadership

AI Analytics

SQL/Python

Education

Bachelor's degree or higher

MBA or related preferred

Tools

Tableau

Power BI

SQL

Python

R

Snowflake

Job description

Global Payments, a leading payments company, seeks a Director of Voice of Customer to own the enterprise VoC strategy and turn customer and market data into actionable insights that drive customer-centric growth. Reporting to the VP of Customer Experience, you will lead global listening programs and analytics capabilities.

You will shape the survey program, standardize methodologies, and build dashboards that influence executive decisions.