Job Description

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. Summary: The Customer Insights team provides Global Payments\' International Sales Regions and Software Vertical Markets with insights into their business performance utilizing Customer Experience (CX) strategies via survey campaigns driven by Medallia. The Customer Insights team takes that data and provides Sales and Operations feedback aimed at driving literal Client Success, supporting our company\'s goal to provide a best in class experience to our clients, and stay on the pulse of what our clients are facing due to macroeconomic forces in the economy versus how our pricing and products support them. The Customer Insights Research Analyst guides our International Sales and Software Vertical Markets by researching and collecting data, evaluating data by applying both qualitative and quantitative techniques to interpret the data, then assists in producing substantiated recommendations based upon the research findings and presenting the findings. The Customer Insights Research Analyst collects and evaluates data using our CX platform (currently Medallia), analytic tools (such as TDT), call listening software (currently Verint), and various CRM platforms. What part will you play Be responsible for data analysis and data sets related to all customer experience activities within the organization Collect, analyze and create reports for key commercial business reviews and for tracking customer experience performance by using impactful dashboards and effective visualizations that provide actionable information to allow the business to draw conclusions and devise action Story-driven reports with actionable insights and recommendations to inform business decisions for various stakeholders throughout the company Identify improvement opportunities across our end users through actionable reporting to assist in driving impactful changes Acts as an internal consultant to cross-disciplinary teams, partnering with them to identify research needs ID trends and root causes by various dimensions (division, department, transaction type, region, etc.) and delivery reporting that helps leaders improve the business You will be successful in this role if you are/have: An organized, energetic, self-starter who loves to run with an idea and add their own take while pursuing the team and company goal Intellectually curious - seeks out data that is the foundation of a storyline, and then are adept at building and telling that story Someone who is organized and can capture thoughts across groups and turn them into achievable action plans with the right leaders involved Proficiency in querying, joining, and manipulating raw datasets for analysis Experience with building reports and dashboards Strong quantitative background with a thorough understanding of Microsoft Excel, Google Sheets, reporting formats and data entry Experience in business analytical writing or storytelling with data Comfortable with compiling data from multiple sources to drive actionable insights Familiar with Mailchimp, Survey Monkey, Medallia, Qualtrics, or another survey program Someone who loves utilizing technology to deliver results Familiar with pulling exports from various CRM platforms Bachelor\'s degree in Marketing, Statistics, Economics, STEM-related or Business Administration This role can be remote but prefer it to be based in Jeffersonville, Indiana or Lindon, Utah and may require travel - approximately 10% domestically and internationally Global Payments Inc. 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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