Director, VoC & Customer Insights Analytics

Global Payments; Hagerstown (MD); On-site; USD 112,000 - 179,000; Full time

Benefits offered by this job

Competitive salary

Global benefits

Career growth opportunities

Learning and development

Inclusive team environment

Community initiatives

Employee assistance program

Job summary

Global Payments seeks a Director of Voice of Customer (VoC) to lead the enterprise listening strategy and translate customer, operational, and market data into insights shaping decisions. You will partner across the organization to drive adoption and measurable business impact.

You will own survey programs, analytics capabilities, and reporting standards while managing a global insights team and aligning with Product, Operations, and other functions.

Qualifications

• 10+ years in CX, insights, or related discipline.
• 5+ years of leadership experience.
• Experience building enterprise VoC programs across markets.
• Hands-on expertise with Qualtrics or similar platform including survey administration.
• Strong analytical skills to translate data into executive recommendations.
• Diplomacy, judgment, and ability to drive cross-functional accountability.
• Bachelor's degree or equivalent; strategic, systems-thinking mindset.

Responsibilities

• Own the enterprise VoC strategy and influence business decisions.
• Govern the enterprise survey program and listening methodology across the organization.
• Build an integrated customer-listening ecosystem linking survey with other data sources.
• Transform data into clear executive insights and scalable dashboards.
• Advance use of AI-enabled analytics and platform strategy.
• Lead and develop a global customer insights team across functions.

Skills

CX leadership

Voice of Customer

Market research

Data analytics

Qualtrics

Executive storytelling

Diplomacy

Education

Bachelor's degree in related field

Master's degree in CX or related field

Tools

Qualtrics

Tableau

Power BI

SQL

Python

R

Snowflake

Job description

Global Payments seeks a Director of Voice of Customer (VoC) to lead the enterprise listening strategy and translate customer, operational, and market data into insights shaping decisions. You will partner across the organization to drive adoption and measurable business impact.

You will own survey programs, analytics capabilities, and reporting standards while managing a global insights team and aligning with Product, Operations, and other functions.