Director, Voice of Customer Insights & Analytics

Global Payments; Columbus (OH); On-site; USD 112,000 - 179,000; Full time

Benefits offered by this job

Competitive salary package

Global career growth

Learning & development programs

Inclusive team environment

Community involvement opportunities

Wellbeing programs

Global benefits

Job summary

Global Payments is seeking a Director of Voice of Customer to lead the enterprise VoC strategy. You will transform customer and market data into insights to influence business decisions. This role reports to the VP of Customer Experience and partners across functions to drive customer-centric growth.

You will own the global listening programs, measurement frameworks, and reporting standards while advancing Qualtrics and AI-enabled analytics to support cross‑functional decision making.

Qualifications

• Minimum 10+ years in Customer Experience, Insights, or related field.
• 5+ years leading teams and enterprise initiatives.
• Proven experience scaling VoC and survey programs.
• Hands-on with Qualtrics or similar platforms.

Responsibilities

• Own enterprise VoC strategy across brands and regions.
• Govern survey programs, standards, and actionability.
• Build an integrated listening ecosystem linking surveys to data.
• Transform data into executive insights and dashboards.
• Advance Qualtrics, analytics, and AI-enabled capabilities.
• Lead a global customer insights team and drive adoption.

Skills

Voice of Customer

Analytics

Leadership

Strategic thinking

Data storytelling

Education

Bachelor's degree or equivalent experience

Tools

Qualtrics

Tableau

Power BI

SQL

Python

Job description

Global Payments is seeking a Director of Voice of Customer to lead the enterprise VoC strategy. You will transform customer and market data into insights to influence business decisions. This role reports to the VP of Customer Experience and partners across functions to drive customer-centric growth.

You will own the global listening programs, measurement frameworks, and reporting standards while advancing Qualtrics and AI-enabled analytics to support cross‑functional decision making.