Global VoC & Insights Director – Analytics & Strategy

Global Payments; Chattanooga (TN); Hybrid; USD 112,000 - 179,000; Full time

Benefits offered by this job

Competitive salary

Global benefits

Career growth

Inclusive team environment

Job summary

Global Payments seeks a Director of Voice of Customer (VoC), Customer Insights & Analytics to lead the enterprise VoC strategy. You will own listening programs, connect survey feedback with data, and deliver executive-ready insights that influence investments across markets and brands.

You will build a global insights team, advance Qualtrics and AI-enabled capabilities, and partner with Product, Operations, and other functions to drive measurable business improvements.

Qualifications

• 10+ years in Customer Experience, Insights, VoC, Market Research, BI, Analytics or related discipline.
• 5+ years of leadership experience managing enterprise initiatives and teams.
• Proven ability to govern and scale enterprise VoC programs across multiple markets/units.
• Hands-on expertise with Qualtrics or comparable platform, including survey administration and vendor management.

Responsibilities

• Shape and execute the global VoC strategy to strengthen customer understanding and improve business performance.
• Govern enterprise survey programs and listening methodologies with clear standards.
• Build an integrated listening ecosystem connecting surveys with behavioral and market data.
• Transform complex data into executive insights and scalable dashboards.

Skills

VoC strategy

Customer insights

Data analytics

Market research

Executive storytelling

Diplomacy

Education

Bachelor's degree in related field

Tools

Qualtrics

Tableau

Power BI

SQL

Python

R

Job description

Global Payments seeks a Director of Voice of Customer (VoC), Customer Insights & Analytics to lead the enterprise VoC strategy. You will own listening programs, connect survey feedback with data, and deliver executive-ready insights that influence investments across markets and brands.

You will build a global insights team, advance Qualtrics and AI-enabled capabilities, and partner with Product, Operations, and other functions to drive measurable business improvements.