Director, VoC & Customer Insights Analytics

Global Payments; Oklahoma City (OK); On-site; USD 112,000 - 179,000; Full time

Benefits offered by this job

Competitive salary

Global benefits

Learning and development

Inclusive team environment

Community and charity initiatives

Employee assistance program

Recognition on global platform

Job summary

Global Payments seeks a Director of Voice of Customer (VoC) within Customer Insights & Analytics to lead the global VoC strategy and transform customer and market data into actionable insights for growth. Reporting to the VP/Head of Customer Experience, this role will shape listening programs, analytics capabilities, and reporting standards across the organization.

You will build a high-performing global insights team, collaborate with Product and Operations, and advance AI-enabled analytics and

Qualifications

• Bachelor's degree or equivalent practical experience.
• 10+ years in CX, VoC, or related fields.
• 5+ years of leadership experience with enterprise initiatives.
• Experience building and scaling VoC programs across markets.

Responsibilities

• Own the enterprise VoC strategy and translate insights into business actions.
• Govern the enterprise survey program and listening methodologies.
• Build an integrated listening ecosystem connecting survey, behavioral, and market data.
• Transform data into clear executive insights and scalable dashboards.
• Advance Qualtrics, analytics, and AI-enabled capabilities; manage platform strategy.

Skills

Leadership

VoC Strategy

Analytics

Qualtrics

AI-enabled analytics

Education

Bachelor's degree or equivalent

Tools

Qualtrics

Snowflake

Tableau

Power BI

SQL

Python/R

Job description

Global Payments seeks a Director of Voice of Customer (VoC) within Customer Insights & Analytics to lead the global VoC strategy and transform customer and market data into actionable insights for growth. Reporting to the VP/Head of Customer Experience, this role will shape listening programs, analytics capabilities, and reporting standards across the organization.

You will build a high-performing global insights team, collaborate with Product and Operations, and advance AI-enabled analytics and