- Company Name
- PayByPhone
- Job Title
- Global Director, Customer Experience (CX) & Support
- Job Description
-
Job Title: Global Director, Customer Experience (CX) & Support
Role Summary: Lead the definition, execution, and continuous evolution of PayByPhone’s global customer experience and support strategy, ensuring consistent, scalable, and high‑performing service across all markets through data‑driven insights, AI technology, and integrated platform management.
Expectations:
- Deliver measurable improvements in CSAT, SLA, and cost‑to‑serve.
- Expand and optimise a best‑in‑class CX function that supports business growth and brand promise.
- Integrate AI, automation, and proactive service models to drive efficiency and customer outcomes.
Key Responsibilities:
1. Define and execute a global CX and support strategy aligned with corporate objectives.
2. Build and maintain a scalable global operating model ensuring consistent quality across regions.
3. Lead data‑led CX frameworks, harness customer analytics, voice‑of‑customer insights, and operational intelligence.
4. Champion AI, automation, and intelligent routing solutions for resolution quality and speed.
5. Own the CX technology roadmap; oversee CRM, ticketing, knowledge management, self‑service, and omnichannel platforms.
6. Partner with Product, Engineering, and IT to implement and optimize CX systems, ensuring seamless integration with the PayByPhone ecosystem.
7. Govern global BPO and outsourced support partners, establishing service delivery, quality, and compliance frameworks.
8. Direct regional CX teams, define KPI measurement (CSAT, SLA, cost‑to‑serve), and provide executive reporting for decision‑making.
9. Ensure regulatory compliance, data protection, and security across all markets.
10. Lead change initiatives, influence senior stakeholders, and maintain strategic vendor relationships.
Required Skills:
- Senior leadership in global CX, customer support, or service operations.
- Proven experience managing end‑to‑end CX transformation programmes in fintech, payments, or mobility.
- Expertise in outsourced/BPO operations, vendor management, and governance.
- Strong knowledge of CX technologies: CRM, Service Cloud, Agentforce, ticketing, knowledge bases, and self‑service tools.
- Advanced analytics and performance optimisation abilities.
- Experience with AI/automation, intelligent routing, and proactive service models.
- Executive‑level stakeholder management, communication, and influence.
- Change‑leadership capability and cross‑functional collaboration.
Required Education & Certifications:
- Bachelor’s degree in Business, Marketing, Computer Science, or related field (or equivalent experience).
- Relevant certifications in CX (e.g., CX Professional, Six Sigma Green/Black Belt) and Salesforce (Service Cloud, Agentforce) are highly desirable.