Director, Voice of Customer, Customer Insights & Analytics

Global Payments Inc.

. Shape and execute the global Voice of Customer strategy across countries, brands, business units, and customer segments .

Posted 9/23/2026full-timeUnited StatesLead💰 $150,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Expertise in shaping and executing Voice of Customer strategies, with a strong focus on customer insights, survey program governance, and advanced analytics. Proven ability to lead high-performing teams and drive measurable business improvements through data-driven decision-making.

Highest-signal resume keywords

Voice Of Customer StrategyQualtrics ExpertiseCustomer Insights LeadershipData AnalyticsSurvey Program Governance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ExperienceMarket ResearchBusiness IntelligenceData AnalyticsSurvey DesignMeasurement ReportingDashboard DevelopmentAnalytical CapabilitiesSpreadsheet ProficiencyEnterprise-Level Initiatives

Soft Skills

Team LeadershipCross-Functional CollaborationPrioritizationAccountabilityCommunication

Tools & Technologies

QualtricsAI-Enabled CapabilitiesCustomer-Listening MethodologyIntegrated Customer-Listening Ecosystem

Industry Keywords

Customer InsightsVoice Of CustomerEnterprise Survey ProgramGlobal OrganizationCustomer Feedback

About the role

Key responsibilities & impact

Shape and execute the global Voice of Customer strategy across countries, brands, business units, and customer segments
Govern the enterprise survey program and customer-listening methodology
Establish standards for survey design, distribution, measurement, reporting, and action
Build an integrated customer-listening ecosystem connecting survey feedback with behavioral, operational, and market data
Transform complex customer data into executive insights and scalable dashboards
Advance the use of Qualtrics, analytics, and AI-enabled capabilities
Own platform strategy, vendor performance, escalations, and customer-listening practices
Build and lead a high-performing global customer insights team
Partner across Product, Operations, and other functions to drive adoption, accountability, and measurable business improvements
Report to the VP/Head of Customer Experience

Requirements

What you’ll need

10+ years of experience in Customer Experience, Customer Insights, Voice of Customer, Market Research, Business Intelligence, Data Analytics, or a related discipline
5+ years of leadership experience managing teams and enterprise-level initiatives
Demonstrated success building, governing, and scaling enterprise Voice of Customer and survey programs
Hands-on expertise with Qualtrics or a comparable enterprise platform
Advanced analytical and spreadsheet capabilities
Bachelor’s degree in a related field or equivalent practical experience
Ability to manage competing priorities across a complex global organization
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 on a full-time basis without the need for current or future immigration sponsorship

Benefits

Comp & perks

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