Global VoC & Customer Insights Director

Global Payments Inc.; Hagerstown (MD); On-site; USD 150,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Global benefits

Career growth

Learning opportunities

Inclusive team environment

Community initiatives

Employee assistance program

Recognition program

Job summary

Global Payments Inc. seeks a Director, Voice of Customer (VoC), Customer Insights & Analytics to lead enterprise VoC strategy, turning customer, operational, and market data into actionable insights that drive customer-centric growth.

You’ll shape listening programs, analytics capabilities, and reporting standards across the organization. Reporting to the VP of Customer Experience, you’ll build a global listening ecosystem, transform data into executive insights, and lead a high-performing

Qualifications

• Bachelor's degree or equivalent practical experience.
• 10+ years in CX/VoC/Insights/Data Analytics.
• 5+ years of leadership experience.
• Experience scaling enterprise VoC programs across markets.
• Hands-on with Qualtrics platform.
• Strong analytical and Excel skills.

Responsibilities

• Shape and execute the global VoC strategy across countries, brands, and customer segments.
• Govern enterprise survey programs with clear standards for design, distribution and reporting.
• Build an integrated listening ecosystem linking feedback with behavioral and market data.
• Translate complex data into clear executive insights and scalable dashboards.
• Advance use of Qualtrics, analytics, and AI-enabled capabilities.
• Lead a global customer insights team and drive cross-functional adoption.

Skills

CX/VoC/Data Analytics

Leadership

VoC program governance

Qualtrics

Advanced analytics

Emotional intelligence

Education

Bachelor's degree or equivalent

Tools

Qualtrics

Tableau

Power BI

SQL

Python

R

Job description

Global Payments Inc. seeks a Director, Voice of Customer (VoC), Customer Insights & Analytics to lead enterprise VoC strategy, turning customer, operational, and market data into actionable insights that drive customer-centric growth.

You’ll shape listening programs, analytics capabilities, and reporting standards across the organization. Reporting to the VP of Customer Experience, you’ll build a global listening ecosystem, transform data into executive insights, and lead a high-performing