Conversational Intelligence Platforms Lead

Every day Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit debit prepaid and merchant services. Our worldwide team helps over 3 million companies more than 1300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Role Overview:

In this role you will own the enterprise marketing chat and call tracking platforms and the expansion of capabilities into other Global Payments lines of business. You will help build and manage a product roadmap and work with key partners and stakeholders.

You will help retain the customers we have already created and improve our products and services in a way that attracts new ones across all regions globally with a focus on the US. This is an exciting opportunity to design implement and execute a program that will help drive change and improve the customers experience.

Success in this role requires that you are highly analytical curious able to identify and tell a story with data and a self-starter who is a fast learner. You will be obsessed with creating and delivering projects that truly impact customer loyalty. The Conversational Intelligence Platforms Lead is responsible for boosting campaign performance with full attribution for every call and chat our marketing channels drive. Youll collaborate closely with the WebOps team Performance team Sales Team UX Design Team and the Technology Team in an environment where every contribution is respected and every perspective is heard.

Key Responsibilities:

• Attribute chat and phone calls to the campaigns that drive them.

• Understand each leads journey before the chat or call.

• Integrate chat and phone call data with existing workflows and reporting.

• Lead an enterprise-wide marketing chat and phone tracking platform implementation effort.

• Optimize media spend and reduce wasted ad dollars.

• Formulate and evolve the platform implementation strategy and roadmap.

• Ensure seamless integration between the conversational intelligence platforms and the CRM to enable unified data capture attribution and pipeline visibility.

• Build strong partnerships with key stakeholders and third parties.

• Be the expert on features and capabilities enabled through the enterprise chat and phone platforms.

• Champion Agile methodologies playing the product owner role in daily stand-up meetings sprint planning sessions backlog prioritization user story preparation and demos.

• Work cross-functionally with technical design business and compliance counterparts to define product release requirements and investigate production issues as they arise.

• Work to create the awareness and engagement plan for your experiences and provide relevant and concise updates to management teams.

• Serve as a chat and phone tracking subject matter expert and evangelist to stakeholders.

• Set up manage optimize and archive programs and projects.
  

Qualifications:
Essential Business Experience and Technical Skills:

Required

• Experience with Drift Tars Genesys or equivalent

• Experience withOutreachGongCallRailor equivalent

• Minimum 2 years in a Customer Experience and/or commercial or marketing role

• Experience in developing customer experience journey maps and leading journey map workshops helpful.

• Experience is working in highly complex and matrixed organizations

• Highly motivated resourceful problem-solver with the ability to collaborate effectively across functions.

• High-energy focused and obsessed with customer experience.

• Experienced (2 years) with data analytics organization-spanning implementation and change management

• Serves as an effective support resource to team members in key meetings.

• Excellent stakeholder management communication and project/change management skills.

Preferred

• Bachelors Degree Required. Graduate degree preferred.

• Strong understanding of AI/ML fundamentals and their application in marketing.

• Experience with Agile Delivery Methodology is a plus.

• Prior digital marketing experience and front-end Customer Experience are strong pluses as is customer service training and marketing expertise.

• Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations.
  

Why Youll Thrive Here:

This is a high-impact opportunity where you will own the strategic vision and end-to-end execution of our enterprise conversational intelligence platformsa critical component of our global customer experience and marketing performance. Youll move beyond maintenance to lead a company-wide platform implementation from the ground up translating your deep expertise in tools like Drift or CallRail into tangible attributable revenue growth.

If you are a curious analytical self-starter who is obsessed with the convergence of customer loyalty data-driven attribution and leading-edge technology like AI/ML you will thrive by building a new powerful capability that directly drives change and improves the customer journey on a global scale. Youll be the subject matter expert evangelist and change agent in an environment where your contributions are highly respected and directly impact media spend optimization and campaign effectiveness.

At Global Payments our vision is to be Champions of Inclusion. We are fully committed and focused on creating a better tomorrow in the communities in which we live and work. We aspire to ensure fair treatment access opportunity and advancement for all team members. We believe all team members should be able to bring their true authentic selves to the workplace and feel accepted engaged and understood.

Global Payments offers a comprehensive benefits package to all of our team members including medical dental and vision care EAP programs paid time off recognition programs retirement and investment options charitable gift matching programs and worldwide days of service. To learn more review our Benefits page at: MUST be authorized to work in the U.S. We are unable to sponsor or take over Sponsorship of an Employment and/or Student Visa at this time or any time in the near future for sponsorship.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .