Customer Experience Manager

Jobtailor; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Jobtailor seeks a senior transformation leader to drive Customer Experience, Operational Excellence and Continuous Improvement initiatives across a fast-paced services environment in the UK. You will lead cross-functional teams, own end-to-end delivery, and translate priorities into real benefits.

Backed by 10–15 years of hands-on delivery, you will coach teams, build capability, and influence senior stakeholders using data and storytelling.

Qualifications

• 10–15 years’ experience in customer experience, operational excellence and continuous improvement, with hands‑on delivery.
• A deep, practical toolkit across CX, OE and CI, including Lean, agile delivery, process and service design, root‑cause analysis, and systems thinking
• Proven hands‑on ownership across the full change lifecycle to implementation, including project management, risk and issue management, and change management
• Transformation experience with agile delivery and ways of working
• Strong analytical skills (Excel and Power BI), and confident, proactive use of AI tools
• Strong delivery experience in a services environment, such as financial services, technology/SaaS, professional or business services
• Payments knowledge beneficial but not essential; previous experience of operational delivery desirable
• Experience working in or shaping a Centre of Excellence
• Strong capability‑building track record, including creating/contributing to training and coaching materials and facilitating/delivering them
• Excellent influencing and communication skills at all levels up to senior leadership
• Comfortable in a fast‑paced, changing organization and working through uncertainty
• Team‑management experience, including managing individual contributors, setting direction, defining priorities and expectations, coaching and feedback, development plans, performance management, and managing remote or geographically distributed teams

Responsibilities

• Lead and facilitate cross-functional Tiger Teams end-to-end from problem framing to implementation
• Own hands-on delivery across the full change lifecycle
• Manage improvement plans, risks, issues, and dependencies through implementation and benefits realization
• Link initiatives to business strategy; quantify and capture benefits
• Coach and build capability across the business through training, coaching materials, workshops, and practitioner networks
• Influence and align stakeholders up to senior leadership using storytelling, presentations, and data
• Establish cadence, governance, and ways of working in ambiguous, fast-moving situations
• Drive stakeholder engagement, adoption, and embedding of new ways of working
• Use Excel, Power BI, and data analysis to size problems, prioritize, track progress, and evidence impact
• Use AI to accelerate analysis, delivery, and capability building
• Contribute to the Centre of Excellence’s offering, standards, tools, skills, and culture
• Lead and develop team members as capability scales

Skills

CX Experience

Operational Excellence

Continuous Improvement

Agile Delivery

Data Analysis

Tools

Excel

Power BI

AI Tools

Job description

• Lead and facilitate improvement activity and cross-functional ‘Tiger Teams’ end-to-end, from problem framing and root-cause analysis through design, delivery and implementation
• Own hands-on delivery across the full change lifecycle
• Manage improvement plans, risks, issues, and dependencies through implementation and benefits realization
• Link initiatives to Nuvei’s business strategy and commercial priorities; quantify and capture benefits
• Apply Customer Experience, Operational Excellence, and Continuous Improvement expertise to solve complex, cross-team problems
• Coach and build capability across the business through training, coaching materials, workshops, and practitioner networks
• Influence and align stakeholders up to senior leadership using storytelling, presentations, and data
• Establish cadence, governance, and ways of working in ambiguous, fast-moving situations
• Drive stakeholder engagement, adoption, and embedding of new ways of working
• Use Excel, Power BI, and data analysis to size problems, prioritize, track progress, and evidence impact
• Use AI to accelerate analysis, delivery, and capability building
• Contribute to the Centre of Excellence’s offering, standards, tools, skills, and culture
• Lead and develop team members as capability scales

Requirements

• 10–15 years’ experience in customer experience, operational excellence and continuous improvement, with genuine depth and hands‑on delivery
• A deep, practical toolkit across CX, OE and CI, including Lean, agile delivery, process and service design, root‑cause analysis, and systems thinking
• Proven hands‑on ownership across the full change lifecycle to implementation, including project management, risk and issue management, and change management
• Transformation experience with agile delivery and ways of working
• Strong analytical skills (Excel and Power BI), and confident, proactive use of AI tools
• Strong delivery experience in a services environment, such as financial services, technology/SaaS, professional or business services
• Payments knowledge beneficial but not essential; previous experience of operational delivery desirable
• Experience working in or shaping a Centre of Excellence
• Strong capability‑building track record, including creating/contributing to training and coaching materials and facilitating/delivering them
• Excellent influencing and communication skills at all levels up to senior leadership
• Comfortable in a fast‑paced, changing organization and working through uncertainty
• Team‑management experience, including managing individual contributors, setting direction, defining priorities and expectations, coaching and feedback, development plans, performance management, and managing remote or geographically distributed teams

Core Competencies

Demonstrates extensive expertise in Customer Experience, Operational Excellence, and Continuous Improvement, with a strong focus on hands‑on delivery across the full change lifecycle. Proven ability to influence stakeholders, build capability through training, and manage teams in fast‑paced environments.

Highest‑signal resume keywords

• Customer Experience Expertise
• Operational Excellence
• Continuous Improvement
• Agile Delivery
• Data Analysis

ATS Optimization Keywords

Hard Skills

• Lean
• Root‑Cause Analysis
• Process Design
• Service Design
• Change Management
• Project Management
• Risk Management
• Systems Thinking
• Capability Building
• Transformation Experience

Soft Skills

• Influencing Skills
• Communication Skills
• Coaching
• Stakeholder Engagement
• Team Management

Industry Keywords

• Financial Services
• Technology/SaaS
• Professional Services
• Centre of Excellence
• Operational Delivery

Tools & Technologies

• Excel
• Power BI
• AI Tools