Customer Experience Research Analyst

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. 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, join us and let’s see what we can do together.

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 the 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, multi‑line 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 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.

• 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 such as 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.

• 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…