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 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 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; and
• 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 by visiting www.Corpay.com or following Corpay on LinkedIn.

Equal Opportunity/Affirmative Action 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

Why Join Corpay?

• Impact: Play a pivotal role in a growing Product function, bringing your expertise as a Senior Product Manager.
• Global Reach: Be part of a company with a presence in over 100 countries and a team of more than 10,000 employees worldwide.
• Culture: Join a passionate, collaborative, and inclusive team that values your contributions.
• Rewards: Competitive compensation package, including equity, health benefits, and more.
• Growth: Opportunities for professional development and career advancement in a fast-growing company.

CORPAY Enjoys Global Recognition Including:

• Forbes Global Growth Champion: CORPAY (FLEETCOR) is one of the 250 fastest-growing companies in the world as determined by Forbes and Statista.
• Forbes World’s Most Innovative Companies: CORPAY (FLEETCOR) has made this prestigious list of leading innovative companies 4 years in a row!
• Fortune 1000 Company: CORPAY (FLEETCOR) was one of the largest movers in the new rankings of the largest companies in America, ranking #872.
• S&P 500: In 2018, CORPAY (FLEETCOR) joined the S&P stock index comprised of the 500 leading US stocks.

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About Corpay

Corpay is a global technology organisation that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Millions of people in over 80 countries around the world use our solutions for their payments.

All offers of employment made by Corpay (and its subsidiary companies) are subject to the successful completion of satisfactory pre-employment vetting by an independent supplier (Experian). This is in accordance with Corpay's Resourcing Policy and include employment referencing, identity, adverse financial, criminal and sanctions list checks. We do this to meet our legal and regulatory requirements.

Corpay is dedicated to encouraging a supportive and inclusive culture among our employees. It is within our best interest to promote diversity and eliminate discrimination in the workplace. We seek to ensure that all employees and job applicants are given equal opportunities.

Notice to Agency and Search Firm Representatives: Corpay will not accept unsolicited CV's from agencies and/or search firms for this job posting. Resumes submitted to any Corpay employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Corpay. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.