CX Reporting & Insights Associate at Heartland in Oklahoma City, OK

Summary: Global Payments is a leading company in payment technology and software solutions, seeking a CX Reporting & Insights Associate to enhance customer experience through data analysis. In this role, you will transform customer feedback into actionable insights, build dashboards, and partner with various teams to drive business decisions. 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Qualtrics dashboard design, Data analysis, Excel/Sheets data cleaning, Data visualization, Customer Experience (CX) metrics, NPS, CSAT, CES, Data modeling concepts, Payments, FinTech domain knowledge, Dashboard visualization tools, Visual storytelling, Project management