Customer Experience Research Analyst

Global Payments

United States
Base: $50,000 - $60,000; bonus/equity: not specifi...
3d onsite
Qualtrics engage or xm discover expertise
Natural language processing (nlp) principles
Rule-based topic modeling and tagging structures
This role serves as the technical owner and architect of the AI enterprise text analytics program within Qualtrics Engage / XM Discover

Job Summary

  • This role serves as the technical owner and architect of the AI enterprise text analytics program within Qualtrics Engage / XM Discover.
  • Candidates will use natural language processing and machine learning to transform unstructured customer feedback into actionable insights across a multi-line business.
  • The position offers a comprehensive benefits package including medical, dental, vision care, EAP programs, paid time off, and retirement options.

Matching Summary

This role serves as the technical owner and architect of the AI enterprise text analytics program within Qualtrics Engage / XM Discover.

Salary

Base: $50,000 - $60,000; Bonus/Equity: Not specified; Benefits: Medical, dental, vision, EAP, PTO, retirement

Skills & Requirements

Must-have

  • Qualtrics Engage or XM Discover expertise
  • Natural language processing (NLP) principles
  • Rule-based topic modeling and tagging structures
  • Voice of the Customer (VoC) analytics experience
  • CX metrics knowledge including NPS CSAT CES

Nice-to-have

  • Experience in Payments or FinTech sectors
  • Enterprise-level taxonomy design background
  • Mixed-methods CX research process familiarity
  • Call center or chat-based feedback exposure
  • Collaboration with BI or data teams

Key Requirements

  • 2+ years of experience in text analytics or VoC
  • Bachelor's degree in Business, Data Analytics, or related field
  • Must be a US Citizen or Green Card Holder
  • Not eligible for sponsorship including OPT

Work Rights

Must have US citizenship or Green Card Holder status

Tailored Resume

Cover Letter