Customer Journey Lead – Process Design

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Greater London

On-site

GBP 90,000 - 130,000

Full time

14 days+

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Job summary

Nuvei seeks a senior process and journey modelling expert to design and govern its architecture across functions and regions. You will establish standards, templates, and pragmatic BPMN usage while selecting and administering modelling tools like Lucid.

The role includes governance, cross-functional facilitation, and driving improvements with senior stakeholders. The ideal candidate brings 10–15 years in process modelling, deep Lean knowledge, and hands-on experience with RPA, Power Automate,

Qualifications

10–15 years’ experience in process and customer-journey modelling, mapping and architecture
Deep knowledge of operational excellence, Lean, process design and improvement
Hands-on expertise with process/journey documentation tools
Familiarity with BPMN, applied flexibly and pragmatically
Strong understanding of SOP/procedure documentation and supporting tools
Experience with AI productivity tools in processes and decision making
Excellent influencing, facilitation and communication skills, including engagement with senior leaders
Experience coaching others to adopt process and journey standards
Evidence of team management or capability building

Responsibilities

Design and build end-to-end process and customer-journey architecture
Establish documentation standards, templates and conventions
Apply BPMN and other notations pragmatically
Select, implement and administer modelling tools like Lucid
Own governance, version control and QA for content
Facilitate cross-functional workshops to capture and validate processes
Support evidence-based recommendations to teams and leaders
Grow and lead a small team over time
Coach initiatives on standards, process analysis and optimization
Analyze current-state processes including pain points and hand-offs
Prioritize and quantify high-value opportunities
Establish an owner model with performance measures
Identify applications of RPA, Power Automate, Azure and AI; shape use-cases
Plan and report capability roadmap, benefits, risks
Drive delivery proactively and at pace
Report to Head of CX

Skills

Process & journey modelling

Fintech domain knowledge

Lean methodology

BPMN

RPA & Power Automate

Stakeholder management

Team leadership

People management

Tools

Lucid

RPA

Power Automate

Azure

Microsoft Office

Microsoft Copilot

Cowork

Job description

Responsibilities

Design and build Nuvei’s central process and customer-journey architecture as a single source of truth across functions and regions
Establish documentation standards, conventions and templates for process maps and end-to-end journeys
Apply BPMN and other standard notations pragmatically
Select, implement and administer process/journey modelling and SOP tooling such as Lucid or similar
Own governance, version control and quality assurance for process and journey content
Facilitate cross-functional workshops to capture, model and validate processes and journeys
Support evidence-based recommendations for teams and senior stakeholders
Build and coach a business-wide champion network, beginning with a pilot area
Coach projects, Tiger Teams and improvement initiatives on standards, process analysis, journey mapping and operational excellence
Analyze current-state processes, including actors, systems, pain points, hand-offs, waste, controls and improvement opportunities
Prioritize and quantify high-value opportunities
Establish an end-to-end journey and process owner model with accountable owners, performance measures and cross-team collaboration
Identify suitable applications of RPA, Power Automate, Azure and AI; shape use cases and proof-of-concept direction in an advisory capacity
Plan and report on the capability roadmap, enabled benefits, risks and issues
Drive delivery proactively and at pace
Grow and lead a small team over time, setting direction and developing capability
Report to the Head of CX

Requirements

10–15 years’ experience in process and customer-journey modelling, mapping and architecture, ideally in a complex, multi-region organization
Payments, fintech or financial services experience is a strong advantage
Deep knowledge of operational excellence, Lean, process design and improvement, systems thinking, business architecture and BPMN
Hands-on expertise with process/journey documentation tools
Familiarity with BPMN, applied flexibly and pragmatically
Strong understanding of SOP/procedure documentation and supporting tools
Working understanding of RPA, Power Automate, Azure and AI applications to processes; no build required
Excellent influencing, facilitation and communication skills, including engagement with senior leaders
Proven ability to document and analyze complex processes and make clear, justified, actionable recommendations
Experience establishing standards, hierarchies or a repository/single source of truth from scratch
Experience coaching others to adopt process and journey standards
Evidence of team management or capability building
Experience managing individual contributors, including setting direction, defining priorities and expectations, coaching and feedback, development plans, and performance management across remote or geographically distributed teams
Strong planning, reporting, and risk and issue management
Practical, pragmatic and self-driven approach; resilient, proactive and solution-focused
Confident with Microsoft Office: Outlook, Word, PowerPoint, Excel and Teams
Experience with AI productivity tools, including Microsoft Copilot and Cowork

Core Competencies

Demonstrates expertise in process and customer-journey modeling, with a strong focus on operational excellence and the ability to coach teams in adopting standards. Proficient in utilizing tools like RPA, Power Automate, and Azure to enhance process efficiency and drive strategic initiatives.

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