Global Director, VoC & Customer Insights Analytics

Global Payments; Chattanooga (TN); On-site; USD 150,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation

Global benefits

Learning and development opportunities

Job summary

Global Payments is seeking a Director of Voice of Customer (VoC), Customer Insights & Analytics to lead the enterprise VoC strategy and transform customer, operational, and market data into actionable insights that drive customer-centric growth. This leader will own listening programs, analytics capabilities, and reporting standards worldwide.

The role reports to the VP/Head of Customer Experience and partners with Product, Operations and other functions to drive adoption and measurable business

Qualifications

• 10+ years in CX/Insights/Voice of Customer or related field.
• 5+ years of leadership experience managing teams and enterprise initiatives.
• Experience building and scaling VoC programs across multiple markets.
• Hands-on with Qualtrics and enterprise analytics platforms.
• Strong ability to translate data into executive insights and dashboards.

Responsibilities

• Shape and execute the global VoC strategy across countries, brands and segments.
• Govern enterprise survey programs with clear standards for design, distribution and reporting.
• Build an integrated customer-listening ecosystem linking survey feedback with data sources.
• Transform data into clear executive insights and scalable dashboards.
• Advance use of analytics and AI-enabled capabilities and manage platform strategy.

Skills

Customer Experience

Voice of Customer

Market Research

Data Analytics

Leadership

Qualtrics

Executive storytelling

Education

Bachelor's degree or equivalent

Tools

Qualtrics

Snowflake

Tableau

Power BI

SQL

Python

R

Job description

Global Payments is seeking a Director of Voice of Customer (VoC), Customer Insights & Analytics to lead the enterprise VoC strategy and transform customer, operational, and market data into actionable insights that drive customer-centric growth. This leader will own listening programs, analytics capabilities, and reporting standards worldwide.

The role reports to the VP/Head of Customer Experience and partners with Product, Operations and other functions to drive adoption and measurable business