Director, Voice of Customer & Insights Analytics

Global Payments; Charlotte (NC); Hybrid; USD 150,000 - 160,000; Full time

Benefits offered by this job

Global benefits & programs

Career growth

Learning & development

Inclusive team environment

Community involvement

Employee well-being program

Recognition platform

Job summary

Global Payments is seeking a Director, Voice of Customer (VoC), Customer Insights & Analytics to lead the Customer Experience team and shape the future of global commerce.

Reporting to the VP/Head of Customer Experience, this leader will own the enterprise VoC strategy and transform customer, operational, and market data into actionable insights that influence business decisions and drive customer-centric growth.

Qualifications

• Shape and execute the global VoC strategy across countries and segments.
• Govern the enterprise survey program with clear standards for design, distribution, measurement, reporting, and action.
• Build an integrated customer-listening ecosystem that connects survey feedback with behavioral, operational, and market data.
• Transform complex customer data into clear executive insights and scalable dashboards.
• Advance the organization's use of Qualtrics, analytics, and AI-enabled capabilities.

Responsibilities

• Shape and execute the global VoC 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, establishing clear standards for survey design, distribution, measurement, reporting, and action while creating accountability across the organization.
• Build an integrated customer-listening ecosystem that connects survey feedback with behavioral, operational, and market data to identify emerging needs, risks, and growth opportunities.
• Transform complex customer data into clear executive insights and scalable dashboards that improve access to information, influence investment priorities, and accelerate customer-focused decisions.
• Advance the organization's use of Qualtrics, analytics, and AI-enabled capabilities, including ownership of platform strategy, vendor performance, escalations, and the continued evolution of customer-listening practices.

Skills

Customer Experience

Voice of Customer

Market Research

Data Analytics

Business Intelligence

Leadership

Qualtrics

Education

Bachelor's degree

Tools

Qualtrics

Tableau

Power BI

SQL

Python

R

Job description

Global Payments is seeking a Director, Voice of Customer (VoC), Customer Insights & Analytics to lead the Customer Experience team and shape the future of global commerce.

Reporting to the VP/Head of Customer Experience, this leader will own the enterprise VoC strategy and transform customer, operational, and market data into actionable insights that influence business decisions and drive customer-centric growth.