Customer Journey Architect & Process Lead

Nuvei; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Private Medical

5% matched pension

25 days annual leave

EAP Programme

Income Protection

Parental Leave

Job summary

Nuvei is seeking a Customer Journey & Process Design Lead to join the Customer Experience (CX) team in London. Reporting to the Head of CX, you will establish and lead Nuvei’s central process and customer-journey capability—creating a single source of truth for how we work across functions and regions.

This is a rare opportunity to build the capability from the ground up and scale a small team over time. You will design the standards, structure and network to document, own and continuously

Qualifications

• 10–15 years’ experience in process and customer-journey modelling, mapping and architecture.

Responsibilities

• Design Central process and customer-journey architecture with a single source of truth.
• Establish documentation standards and templates for process maps and end-to-end journeys.
• Facilitate cross-functional workshops with senior stakeholders to model and validate processes.
• Build and coach a champion network to own and improve processes and journeys.
• Identify automation and AI opportunities and shape use-case cases in advisory capacity.

Skills

Process mapping

BPMN

Lean

Operational excellence

Stakeholder engagement

Tools

Lucidchart

SOP tooling

Job description

Nuvei is seeking a Customer Journey & Process Design Lead to join the Customer Experience (CX) team in London. Reporting to the Head of CX, you will establish and lead Nuvei’s central process and customer-journey capability—creating a single source of truth for how we work across functions and regions.

This is a rare opportunity to build the capability from the ground up and scale a small team over time. You will design the standards, structure and network to document, own and continuously