Global VoC Director: Insights & Analytics Strategy

Global Payments; San Francisco (CA); Hybrid; USD 150,000 - 160,000; Full time

Benefits offered by this job

Competitive salary & benefits

Global career opportunities

Learning and development programs

Inclusive team environment

Community & charitable initiatives

Global employee assistance program

Job summary

Global Payments seeks a Director of Voice of Customer (VoC), Customer Insights & Analytics to lead the global VoC program, transform customer data into actionable insights, and shape strategy for customer-centric growth. This role reports to the VP/Head of Customer Experience and collaborates across Product, Operations, and other functions.

The ideal candidate brings 10+ years in CX/Insights, 5+ years in leadership, hands-on Qualtrics experience, and strong analytics, with a focus on

Qualifications

• 10+ years in CX, Insights, VoC, Market Research, BI, Data Analytics or related discipline
• 5+ years of leadership managing teams and enterprise initiatives
• Experience building and scaling enterprise VoC and survey programs across multiple teams/markets
• Hands-on with Qualtrics or comparable platform, including survey administration and vendor management
• Advanced analytical and spreadsheet skills to translate data into executive recommendations
• Diplomatic influence, strong judgment, high EI, and ability to drive cross-functional accountability
• Bachelor's degree in a related field or equivalent experience with systems-thinking mindset

Responsibilities

• Shape and execute the global VoC strategy across countries, brands, units, and segments
• Govern the enterprise survey program with clear design, distribution, measurement, reporting standards
• Build an integrated customer-listening ecosystem linking survey feedback with behavioral, operational, and market data
• Transform complex customer data into clear executive insights and scalable dashboards
• Advance use of Qualtrics, analytics, and AI-enabled capabilities including platform strategy and vendor performance
• Lead and develop a global customer insights team partnering with Product, Operations etc.

Skills

Customer Experience

Customer Insights

Voice of Customer

Market Research

Business Intelligence

Data Analytics

Leadership

Strategic Thinking

Diplomacy

Emotional Intelligence

Education

Bachelor's degree or equivalent

Tools

Qualtrics

Snowflake

Tableau

Power BI

SQL

Python

R

Job description

Global Payments seeks a Director of Voice of Customer (VoC), Customer Insights & Analytics to lead the global VoC program, transform customer data into actionable insights, and shape strategy for customer-centric growth. This role reports to the VP/Head of Customer Experience and collaborates across Product, Operations, and other functions.

The ideal candidate brings 10+ years in CX/Insights, 5+ years in leadership, hands-on Qualtrics experience, and strong analytics, with a focus on