Global Director, Customer Experience (CX) & Support

Share pages with your social network (twitter) guest\_id, k, \_twitter\_sess, original\_referer (facebook) datr, lu (g+1) PREF, SID, HSID, SSID TribePad - this allows you to login to our social recruitment management platform trackerToken-4 - this is similar to Google Analytics but specifically allows us to determine which of our marketing activities from which you found our website. visitToken-4 - this is similar to Google Analytics but specifically allows us to determine which of our marketing activities from which you found our website. youWantTheCookie remember your preferences (such as language); monitor the general performance of our visitors' experience when on our website - this information then allows us to improve the usability of our website for you and all our other visitors; store essential information to allow you to register and/or login to our site; allow you to share any of our website's pages with your social networks - but only if you explicitly choose to. Google Analytics Description Google Analytics is a web analytics service provided by Google, Inc. ("Google"), to help us see how our website is used. The data collected by Google Analytics is used to analyse how frequently the same people revisit the website, how the website is found (for example, from a search engine or from a job board), and which pages are most (and least) frequently viewed. This information is combined with data from every visitor to create an overall picture of website use, and is never identified individually or personally and is not linked to any other information we store about you. Google features for generating maps and CAPTCHA images Global Director, Customer Experience (CX) & Support 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 followingmarkets: 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 salary (depending on experience) 25 days annual leave plus public holidays. Plus a holiday buy back scheme Pension scheme Health and wellness programs Significant career progression opportunities, with potential to take on a wider leadership role in the future Opportunity to join a leading brand in a high growth global business Fun culture with company-wide contests and prizes 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