Hybrid Customer Experience Research Analyst

at Global Payments Inc.

• Job title: Customer Experience Research Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $50,000 - $60,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Jeffersonville, United States

About the role

• CX Research & Modeling Analyst at Global Payments designing scalable text analytics models using NLP and machine learning. Collaborating with CX researchers to enhance customer experience insights.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• medical, dental and vision care
• EAP programs
• paid time off
• recognition programs
• retirement and investment options
• charitable gift matching programs
• worldwide days of service