Global Payments Inc. is a company that enables millions to move money between buyers and sellers through their technology-centered services. The CX Research & Modeling Analyst will be responsible for leading the AI enterprise text analytics program, utilizing NLP and machine learning to transform customer feedback into actionable insights, while collaborating with various stakeholders to enhance customer satisfaction and loyalty.
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
Qualification
Required
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
