Director, Voice of Customer (VoC), Customer Insights & Analytics

Global Payments Inc. • Cincinnati, OH

3d • $111,600 - $179,250 • Hybrid

About The Position

This leader will own the enterprise VoC strategy and transform customer, operational, and market data into actionable insights that influence business decisions and drive customer-centric growth. As a key member of the Customer Experience leadership team, they will establish global listening programs, analytics capabilities, measurement frameworks, and reporting standards while partnering across the organization to identify opportunities, understand customer impact, and strengthen insight-driven decision-making.

Requirements

• 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, with demonstrated success developing talent and leading through organizational complexity.
• Demonstrate success building, governing, and scaling enterprise Voice of Customer and survey programs, including establishing methodologies and driving adoption across multiple teams, markets, or business units.
• Hands-on expertise with Qualtrics or a comparable enterprise platform, including survey administration, platform optimization, vendor management, and the ability to teach others how to use the technology effectively.
• Use advanced analytical and spreadsheet capabilities to organize complex data, identify root causes, improve dashboards, and translate customer information into actionable executive recommendations.
• Influence with diplomacy, strong judgment, and high emotional intelligence, balancing collaborative relationships with the resolve to create accountability, reinforce standards, and move cross-functional teams toward shared outcomes.
• Bring a bachelor’s degree in a related field or equivalent practical experience, along with a strategic, systems-thinking mindset and the ability to manage competing priorities across a complex global organization.

Nice To Haves

• Experience applying AI-driven analytics, text analytics, predictive modeling, sentiment analysis, or machine learning to improve customer and business outcomes.
• Experience working with Snowflake, large-scale data warehouses, customer data platforms, or business intelligence environments.
• Advanced proficiency with Tableau, Power BI, SQL, Python, R, or similar analytical and visualization tools.
• A master’s degree in Customer Experience or a related field, or Certified Customer Experience Professional certification.
• Experience leading global customer insights or analytics functions within a Fortune 500 company, payments, fintech, or another complex global organization.
• Experience supporting multiple international markets and customer segments, with the ability to scale customer intelligence across varied business needs.

Responsibilities

• Shape and execute the global Voice of Customer strategy to strengthen customer understanding and improve business performance across countries, brands, business units, and customer segments.
• Govern the enterprise survey program and customer-listening methodology, establishing clear standards for survey design, distribution, measurement, reporting, and action while creating accountability across the organization.
• Build an integrated customer-listening ecosystem that connects survey feedback with behavioral, operational, and market data to identify emerging needs, risks, and growth opportunities.
• Transform complex customer data into clear executive insights and scalable dashboards that improve access to information, influence investment priorities, and accelerate customer-focused decisions.
• Advance the organization’s use of Qualtrics, analytics, and AI-enabled capabilities, including ownership of platform strategy, vendor performance, escalations, and the continued evolution of customer-listening practices.
• Build and lead a high-performing global customer insights team, developing team capabilities while partnering across Product, Operations, and other functions to drive adoption, accountability, and measurable business improvements.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director