CX Reporting & Insights Associate
Global Payments Inc. is elevating how Customer Experience comes to life, and they are seeking a CX Reporting & Insights Associate to transform customer feedback into compelling narratives. The role involves building dashboards, analyzing data, and providing actionable insights to help the organization understand customer experiences.
Responsibilities
- Build impactful Qualtrics dashboards that visualize customer sentiment, trends, and operational insights across a large portfolio
- Analyze Experience (X) data and Operational (O) data to uncover emerging patterns, risks, and opportunities
- Transform complex datasets into compelling narratives that drive business decisions and customer‑focused actions
- Partner with the CX team, operations teams, and business stakeholders to ensure insights are clear and actionable
- Maintain and enhance reporting structures across dozens of dashboards accessed across the organization
- Support new CX initiatives by building reporting for additional surveys and business programs as our insights ecosystem expands
Skills
- 1–3 years of experience in analytics, insights, CX, or a related field
- Hands‑on experience designing, building, and maintaining Qualtrics dashboards. Or in similar software like XM Discover or Medallia
- Strong Excel/Sheets skills, including data cleaning and visualization
- Ability to present data clearly and visually to diverse audiences
- Familiarity with CX metrics such as NPS, CSAT, and CES
- Solid proficiency with Microsoft Excel and comfort with the broader Microsoft toolset
- 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
- Experience in Payments, FinTech, and/or POS systems, particularly supporting SMB customers
- Experience designing or enhancing visualization dashboards (Qualtrics, Tableau, Power BI, Looker, Medallia etc.) with a focus on usability, clarity, and stakeholder impact
- Ability to structure dashboard pages and visualization layouts to make complex customer and operational data easy to interpret
- Familiarity with best practices for visual storytelling, metric selection, and designing reports that guide business decision‑making
- Ability to connect customer signals to business implications with a practical, realistic view of what the organization can act on
- Comfortable partnering with BI or data teams; familiarity with basic data manipulation
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