Director, Voice of Customer (VoC), Customer Insights & Analytics

Global Payments; Denver (CO); Vor Ort; USD 150.000 - 160.000; Vollzeit

Benefits dieser Stelle

Global benefits package

Career growth opportunities

Learning and development support

Zusammenfassung

Global Payments is seeking a Director of Voice of Customer to lead the enterprise VoC strategy and transform customer, operational, and market data into actionable insights that drive customer-centric growth. You will own listening programs, analytics capabilities, and reporting standards while partnering across Product, Operations, and others to foster data-driven decision making.

You will guide Qualtrics usage, develop global frameworks, and build a high-performing insights team to scale

Qualifikationen

• 10+ years in CX, insights, VoC, market research, BI or analytics.
• 5+ years of leadership and enterprise initiative management.
• Experience building enterprise VoC programs and surveys.
• Hands-on with Qualtrics or similar platforms; vendor management.

Aufgaben

• Own the global VoC strategy and listening programs across regions.
• Govern survey design, distribution, measurement, reporting, and action.
• Integrate survey feedback with behavioral data for insights.
• Translate data into executive-ready dashboards and recommendations.
• Lead analytics and AI-enabled capabilities, platform governance.

Kenntnisse

Customer Experience

Voice of Customer

Market Research

Data Analytics

Leadership

Ausbildung

Bachelor's degree

Tools

Qualtrics

Tableau

Power BI

SQL

Python

R

Jobbeschreibung

Director, Voice of Customer (VoC), Customer Insights & Analytics

Make your mark at one of the biggest names in payments. We're looking for a Director, Voice of Customer (VoC), Customer Insights & Analytics to join our ever-evolving Customer Experience team and help 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. As a key member of the Customer Experience leadership team, they will establish global listening programs, analytics capabilities, measurement frameworks, and reporting standards while partnering across the organization to identify opportunities, understand customer impact, and strengthen insight-driven decision-making.

What you'll own

• Shape and execute the global Voice of Customer 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.
• Build and lead a high-performing global customer insights team, developing team capabilities while partnering across Product, Operations, and other functions to drive adoption, accountability, and measurable business improvements.

What you bring

• Bring 10+ years of experience in Customer Experience, Customer Insights, Voice of Customer, Market Research, Business Intelligence, Data Analytics, or a related discipline.
• Bring 5+ years of leadership experience managing teams and enterprise-level initiatives, with demonstrated success developing talent and leading through organizational complexity.
• Demonstrate success building, governing, and scaling enterprise Voice of Customer and survey programs, including establishing methodologies and driving adoption across multiple teams, markets, or business units.
• Bring hands-on expertise with Qualtrics or a comparable enterprise platform, including survey administration, platform optimization, vendor management, and the ability to teach others how to use the technology effectively.
• Use advanced analytical and spreadsheet capabilities to organize complex data, identify root causes, improve dashboards, and translate customer information into actionable executive recommendations.
• Influence with diplomacy, strong judgment, and high emotional intelligence, balancing collaborative relationships with the resolve to create accountability, reinforce standards, and move cross-functional teams toward shared outcomes.
• Bring a bachelor's degree in a related field or equivalent practical experience, along with a strategic, systems-thinking mindset and the ability to manage competing priorities across a complex global organization.

It's a bonus if you have

• Experience applying AI-driven analytics, text analytics, predictive modeling, sentiment analysis, or machine learning to improve customer and business outcomes.
• Experience working with Snowflake, large-scale data warehouses, customer data platforms, or business intelligence environments.
• Advanced proficiency with Tableau, Power BI, SQL, Python, R, or similar analytical and visualization tools.
• A master's degree in Customer Experience or a related field, or Certified Customer Experience Professional certification.
• Experience leading global customer insights or analytics functions within a Fortune 500 company, payments, fintech, or another complex global organization.
• Experience supporting multiple international markets and customer segments, with the ability to scale customer intelligence across varied business needs.

$150,000-$160,000
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

Our perks - what we'll bring for you

We know it's bigger than just your career. It's your life and your world. That's why we offer global benefits and programs to support you at every stage. Here's a taste of what you can expect.

• A competitive salary and benefits package that recognizes your contribution
• Opportunities to grow your skills and build your career within a global business
• Access to learning, development and on-the-job experiences that expand your expertise
• A supportive, inclusive team environment where your ideas and input matter
• Time to give back through community and charity initiatives
• A global employee assistance program to support your wellbeing
• Recognition through a global platform that celebrates your achievements.

What makes a Globalpayer?

• Globalpayers think like a client, act like an owner and win as one team. We're curious and innovative - always finding better ways to deliver impact. We empower each other to make decisions, and it's our passion that drives excellence in everything we set out to do.
• Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States (or (applicable country) on a full-time basis without the need for current or future immigration sponsorship.

Diversity and EEO Statements

Global Payments is an organization that stands against racism, intolerance and injustice in all its forms - one that respects, honors and celebrates the diversity of our team members and the differences among us. Our commitment to fostering a company culture that values and respects Inclusion and Diversity is steadfast. Standing together as one company, we will continue to work to drive positive change for the communities in which we live and work and stamp out injustice.

Global Payments is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Candidates in Washington should refer to the Washington Fair Chance Act Guide for Employers and Applicants (https://agportal-s3bucket.s3.us-west-2.amazonaws.com/Civil%20Rights%20Division/Fair%20Chance%20Act/...)

EEOC Statement

Global Payments is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here.

If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.