Global Director, Customer Experience

Global Director, Customer Experience (CX) & Support Join to apply for the Global Director, Customer Experience (CX) & Support role at PayByPhone. Corpay is currently looking to hire a Global Director, Customer Experience (CX) & Support within our PayByPhone division. This position falls under our Payments line of business and is located in Hatfield, UK. The Global Director of Customer Experience & Support is responsible for defining, leading and continuously evolving PayByPhone’s global CX and support strategy. This role will ensure delivery of a consistent, scalable and high‑performing customer experience across all markets, leveraging data, AI and technology transformation to drive service excellence, operational efficiency and customer satisfaction for a leading cashless mobility platform. The role provides strategic governance of global support operations, including outsourced service partners, and ensures CX performance aligns with PayByPhone’s commercial objectives, brand promise and growth ambitions. You will report directly to our COO and regularly collaborate with Commercial, Sales, and Finance teams. Role Responsibilities Strategic Leadership Defining and executing the global CX and support strategy in alignment with corporate and operational objectives. Establishing and maintaining a scalable global operating model ensuring consistency and quality across all regions. Driving the evolution of a digitally enabled and customer‑centric service organisation. Data, AI & Transformation Developing and implementing a data‑led CX framework utilising customer analytics, voice‑of‑customer insights and operational intelligence. Leading adoption of AI, automation and intelligent routing solutions to improve efficiency, resolution quality and customer outcomes. Introducing proactive service models to optimise demand management and enhance customer journeys. Owning the CX technology roadmap, including CRM, ticketing, knowledge management, self‑service and omnichannel platforms. Overseeing the implementation and optimisation of CX systems in partnership with Product, Engineering and IT teams. Ensuring seamless integration between CX platforms and the PayByPhone app ecosystem. Outsourced Support & Vendor Management Providing leadership oversight of global BPO and outsourced support partners. Establishing governance frameworks for service delivery, performance, quality and compliance. Ensuring cost control and continuous improvement through structured supplier management and performance reviews. Global Operations & Performance Management Leading and influencing regional CX teams and stakeholders to ensure consistent service standards globally. Defining and managing CX KPIs including CSAT and SLA performance and cost‑to‑serve. Delivering executive‑level reporting and insights to support decision‑making and strategic direction. Risk, Compliance & Governance Ensuring compliance with regulatory requirements, data protection and security standards across all markets. Maintaining governance frameworks supporting operational resilience and service continuity. Qualifications, Experience & Skills Required Strong experience in senior CX, customer support or service operations leadership roles. Proven experience leading global customer experience transformation programmes. Demonstrable experience managing outsourced or BPO support operations. Experience within fintech, payments, mobility, parking or cashless digital application environments. Strategic and commercial acumen operating at executive level. Deep knowledge of CX technologies, AI automation and self‑service tools. Advanced capability in customer analytics and performance optimisation. Experience delivering large‑scale technology and service transformation initiatives. Expertise in vendor management and governance frameworks. Strong stakeholder management and communication skills in global environments. Proven ability to lead change and influence senior stakeholders. Experience working with the Salesforce portfolio of products including Service Cloud and Agentforce. Success in the Role Establishment of a best‑in‑class global CX function recognised for service excellence. Measurable improvement in CSAT, SLAs and customer advocacy. Successful implementation of AI‑enabled and data‑driven CX capabilities. Delivery of a cost‑efficient, scalable and high‑performing support model. Strong outsourced partner performance and accountability. Clear linkage between CX outcomes and PayByPhone’s business growth and brand strength. Benefits Competitive salary (depending on experience). 25 days annual leave plus public holidays, with a holiday buy‑back scheme. Health and wellness programmes. Significant career progression opportunities, with potential for a wider leadership role. Fun culture with company‑wide contests and prizes. Opportunity to join a leading brand in a high‑growth global business. Our Company & Purpose Corpay is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses. Since 2000, Corpay has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, Corpay is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before. We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people. These values offer you the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement. Corpay is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by: Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations. Empowering our people to share their experiences and ideas through open forums and individual conversations. Valuing each person’s unique perspectives and individual contributions. Embracing diversity enables our people to “make the difference” as CORPAY and its more than 10,000 employees continue to shape the future of global payments. Learn more at www.Corpay.com or follow Corpay on LinkedIn. Equal Opportunity Employer Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department. For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency. #J-18808-Ljbffr