Director, VoC & Customer Insights Analytics

Global Payments; Pearl River (NY); On-site; USD 150,000 - 160,000; Full time

Benefits offered by this job

Global benefits

Career growth

Learning opportunities

Inclusive team environment

Community volunteering

Employee assistance program

Global recognition platform

Job summary

Global Payments is seeking a Director, Voice of Customer (VoC), to lead the enterprise VoC strategy within the Customer Experience organization. You will transform customer, operational, and market data into actionable insights that shape business decisions and drive customer-centric growth.

Reporting to the VP/Head of Customer Experience, you will build listening programs, analytics capabilities, and scalable dashboards, partnering across functions to drive adoption and measurable improvements.

Qualifications

• Bring 10+ years of experience in Customer Experience, Customer Insights, Voice of Customer, Market Research, BI, Data Analytics, or a related discipline.
• Bring 5+ years of leadership experience managing teams and enterprise-level initiatives.
• Demonstrate success building, governing, and scaling enterprise VoC programs across multiple teams, markets, or business units.
• Hands-on expertise with Qualtrics or a comparable enterprise platform, including survey administration and vendor management.
• Translate customer information into actionable executive recommendations using advanced analytics and dashboards.
• Bachelor's degree or equivalent with strategic, systems-thinking mindset.

Responsibilities

• Shape and execute the global Voice of Customer strategy across countries, brands, and segments.
• Govern the enterprise survey program with clear design, distribution, and reporting standards.
• Build an integrated customer-listening ecosystem linking survey feedback with data sources.
• Transform complex data into clear executive insights and scalable dashboards.
• Advance analytics and AI-enabled capabilities, including platform strategy and vendor performance.
• Lead a global customer insights team and drive cross-functional adoption and measurable improvements.

Skills

Leadership

VoC expertise

Qualtrics

Analytics

BI/Excel

SQL/Python/R

Stakeholder influence

Education

Bachelor's degree or equivalent

Master's degree in CX or related

Tools

Qualtrics

Snowflake

Tableau

Power BI

SQL

Python

R

Job description

Global Payments is seeking a Director, Voice of Customer (VoC), to lead the enterprise VoC strategy within the Customer Experience organization. You will transform customer, operational, and market data into actionable insights that shape business decisions and drive customer-centric growth.

Reporting to the VP/Head of Customer Experience, you will build listening programs, analytics capabilities, and scalable dashboards, partnering across functions to drive adoption and measurable improvements.