Job Specifications
Your role
Global Director, Customer Experience (CX) & Support - PayByPhone
What You'll Be Doing
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.
This position covers the following responsibilities in all (but not limited to) the following
markets: North America, France, UK, Germany and Switzerland.
You will report directly to our COO and regularly collaborate with Commercial, Sales, and Finance teams.
How We Work
As a Global Director, Customer Experience (CX) & Support, Corpay will set you up for success by providing:
Assigned workspace in our Hatfield office
Company-issued equipment
Formal, hands-on training
International collaborative and supportive team environment
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.
Lead adoption of AI, automation and intelligent routing solutions to improve efficiency, resolution quality and customer outcomes.
Introduce proactive service models to optimise demand management and enhance customer journeys.
Technology & Platform Enablement
Owning the CX technology roadmap, including CRM, ticketing, knowledge management, self-service and omnichannel platforms.
Oversee 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.
Establish 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.
Define and manage 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 & Perks
Competitive salar
About the Company
PayByPhone is a global leader in mobile parking payments. We simplify the journeys for millions of people through our smart, intuitive mobile payment technology and exciting features. We work with over 1,400 cities and operators across North America, the UK, France, Germany and Switzerland. More than 95 million drivers worldwide have trusted us with their payments to date.
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