Customer Experience Research Analyst

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow. This position is not eligible for sponsorship, including OPT. Candidates must be a US Citizen or Green Card Holder Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology-centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs, and bring your expertise to a dynamic team, then Global Payments is for you. If it's in your nature to work with passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together. Summary of This Role We're ready to take our Voice of the Customer (VoC) capabilities to the next level and this role is central to making that happen. The CX Research & Modeling Analyst will be a technical owner and architect of our AI enterprise text analytics program within Qualtrics Engage / XM Discover. You'll use natural language processing (NLP) and machine learning to build rule-based topic models, tagging structures, and sentiment intelligence that turn unstructured customer feedback into consistently organized, accurate, and actionable insights across a diverse, multiline business. This is an exciting opportunity to design from the ground up. You'll work closely with CX researchers, analysts, and business stakeholders to understand customer needs, uncover pain points, and support the systems that help improve satisfaction, loyalty, and long-term retention. While others create dashboards and executive insights, you'll build the foundation that makes those insights possible. If you love working with technology to solve complex problems, organize data, and build scalable systems that elevate the customer voice, this role is the engine behind that mission. Reports to: Manager, CX Research, Operations & Design Location: Hybrid role, requiring 3 days in office at any Global Payments location in the U.S. What Part Will You Play? Create the design and optimization of text analytics models in Qualtrics Engage / XM Discover, with a focus on rule-based topic modeling, taxonomy development, sentiment, effort, emotion, and tagging standards. Build scalable frameworks across multiple business units, ensuring consistency, clarity, and alignment within a complex and growing VoC landscape. Develop and maintain taxonomy and governance, including naming conventions, rulesets, documentation, and quality controls that keep our programs aligned across teams. Ensure the accuracy and integrity of classification by regularly performing model audits and ongoing maintenance to improve model capture and precision rates. Collaborate with other members of the CX team to make sure models reflect the real experience of our customers and support key measures like NPS, CSAT, CES, Exit Survey responses, and at-risk behavior indicators. Partner with business stakeholders to understand their needs, gather domain knowledge, and ensure text analytics structures appropriately support product, service, and experience priorities. Own project timelines and execution for text analytics development across different business units, ensuring timely updates and alignment with rollout plans. Support the broader CX team on select research projects such as journey mapping, qualitative interviews, or deep dive analysis. Create and maintain clear documentation that enables others to understand the structure, purpose, and application of models and taxonomies. Minimum Qualifications 2+ years of experience in text analytics, customer experience or Voice of the Customer analytics, or similar roles. Hands-on working expertise in Qualtrics Engage, XM Discover, Medallia, or similar software, including building rule-based topic models, tagging structures, and taxonomy frameworks. Working knowledge of natural language processing (NLP) principles and the role of machine learning in text classification, topic modeling, and sentiment analysis. Strong understanding of CX metrics and surveys such as NPS, CSAT, CES, Exit Surveys, and how these relate to customer behaviors and business outcomes. Ability to gather stakeholder input, understand business context, and translate feedback into structured model updates. Solid proficiency with Microsoft Excel and comfort with the broader Microsoft toolset. Familiarity with basic research methodologies, such as survey design principles or bias mitigation, to ensure models reflect sound measurement practices. Strong project management skills, able to manage concurrent timelines and deliver predictable execution in a fast-moving environment. High attention to detail with a systems-thinking mindset; able to organize complexity into clear, repeatable structures. Bachelor's degree in a related field (e.g., Business, Data Analytics, Information Systems, Psychology/Sociology) or equivalent experience. Preferred Qualifications Experience in Payments, FinTech, and/or POS systems, particularly supporting SMB customers. Background in designing or governing enterprise-level taxonomies or text analytics structures across multiple business units. Exposure to call center or chat-based CX feedback (even if not hands-on experience building models). Familiarity with mixed-methods CX research processes such as journey mapping, qualitative interviewing, or thematic coding. Ability to connect customer signals to business implications with a practical, realistic view of what the organization can act on. Comfort partnering with BI or data teams; familiarity with basic data modeling concepts. Benefits Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: $50,000 - $60,000 The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors. Equal Employment Opportunity Global Payments is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department. 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