CX Research & Modeling Analyst

Global Payments is expanding its Voice of the Customer (VoC) capabilities through an AI enterprise text analytics program in Qualtrics Engage / XM Discover. The CX Research & Modeling Analyst will design and optimize text analytics models that convert unstructured feedback into organized, accurate, actionable insights.

• Create design and optimization of text analytics models in Qualtrics Engage / XM Discover
• Build scalable frameworks across business units for consistency in VoC
• Develop and maintain rulebased topic models and taxonomy structures
• Use NLP and machine learning to produce sentiment, effort, emotion, and tagging standards
• Partner with CX researchers and business stakeholders to support VoC insights improvements

You will build and maintain text analytics models using natural language processing (NLP) and machine learning, including rulebased topic modeling, taxonomy development, and sentiment intelligence. The technical scope is centered on Qualtrics Engage / Qualtrics XM Discover with consistent tagging structures and standards across business units.

The ideal candidate is a mid-level analyst who can own and architect an AI enterprise text analytics program using Qualtrics Engage / XM Discover. They have strong natural language processing (NLP) and machine learning experience building rulebased topic models, taxonomy structures, and sentiment intelligence to organize unstructured customer feedback into actionable insights. They collaborate effectively with CX researchers, analysts, and business stakeholders.