Director, VoC & Customer Insights Analytics

Global Payments; Atlanta (GA); On-site; USD 150,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Global benefits

Learning and development

Inclusive team environment

Community initiatives

Wellbeing program

Global recognition platform

Job summary

Global Payments is seeking a Director, Voice of Customer (VoC), to lead the enterprise VoC strategy and transform customer, operational, and market data into actionable insights that shape business decisions. Reporting to the VP/Head of Customer Experience, this leader will establish global listening programs, analytics capabilities, and reporting standards across the organization.

You will build and lead a global customer insights team, drive adoption of Qualtrics and AI-enabled analytics, and

Qualifications

• Bring 10+ years of experience in Customer Experience, Customer Insights, Voice of Customer, Market Research, Business Intelligence, Data Analytics, or a related discipline.
• Bring 5+ years of leadership experience managing teams and enterprise-level initiatives, with demonstrated success developing talent and leading through organizational complexity.
• Demonstrate success building, governing, and scaling enterprise Voice of Customer and survey programs, including establishing methodologies and driving adoption across multiple teams, markets, or business units.
• Bring hands-on expertise with Qualtrics or a comparable enterprise platform, including survey administration, platform optimization, vendor management, and the ability to teach others how to use the technology effectively.
• Use advanced analytical and spreadsheet capabilities to organize complex data, identify root causes, improve dashboards, and translate customer information into actionable executive recommendations.
• Influence with diplomacy, strong judgment, and high emotional intelligence, balancing collaborative relationships with accountability, standards, and cross-functional alignment.
• Bring a bachelor's degree in a related field or equivalent practical experience, with strategic, systems-thinking mindset and ability to manage competing priorities globally.

Responsibilities

• Shape and execute the global Voice of Customer strategy to strengthen customer understanding and improve business performance across countries, brands, business units, and customer segments.
• Govern the enterprise survey program and customer-listening methodology with clear standards for survey design, distribution, measurement, reporting, and action.
• Build an integrated customer-listening ecosystem that connects survey feedback with behavioral, operational, and market data to identify needs, risks, and growth opportunities.
• Transform complex customer data into clear executive insights and scalable dashboards that influence investment priorities and accelerate customer-focused decisions.
• Advance the organization’s use of Qualtrics, analytics, and AI-enabled capabilities, including platform strategy, vendor performance, and escalation management.
• Build and lead a high-performing global customer insights team, partnering across Product, Operations, and other functions to drive adoption and measurable business improvements.

Skills

Customer Experience

Voice of Customer

Leadership

Data Analytics

Qualtrics

AI-enabled analytics

Cross-functional collaboration

Education

Bachelor's degree in related field

Tools

Qualtrics

Tableau

Power BI

SQL

Python

R

Snowflake

Job description

Global Payments is seeking a Director, Voice of Customer (VoC), to lead the enterprise VoC strategy and transform customer, operational, and market data into actionable insights that shape business decisions. Reporting to the VP/Head of Customer Experience, this leader will establish global listening programs, analytics capabilities, and reporting standards across the organization.

You will build and lead a global customer insights team, drive adoption of Qualtrics and AI-enabled analytics, and