Customer Journey & Process Design 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

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategicpartners,to help them grow.

Meet Nuvei,Nuvei is the global fintech building the infrastructure for every payment, everywhere. Its modular, flexible, and scalable technology enables leading companies to accept next-generation payments, offer all payout options, and benefit from card issuing, banking, risk, and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 52 markets, 150 currencies, and over 720 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally through one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!

Your Mission

We are looking for a(n) Customer Journey & Process Design Lead to join our ambitious Customer Experience (CX) team. Reporting to our Head of CX, you will be supporting the team on establishing and leading Nuvei’s central process and customer-journey capability: a single, trusted source of truth for how we work.

This is a rare opportunity to build a new capability from the ground up. You will design the standards, structure and champion network that make our processes and end-to-end journeys visible, owned and continuously improved - starting with a sponsored pilot area, proving the value, and growing the capability and a small team over time.

Key Responsibilities

• Design and build Nuvei’s central process and customer-journey architecture - a clear, multi-level hierarchy and repository (single source of truth) that works across functions and regions, building on existing content.
• Establish documentation standards, conventions and templates for process maps and end-to-end journeys, applying BPMN and other standard notations pragmatically where they add value - without over-engineering. This may extend to best practice approaches to procedures (SOPs) over time, depending on business appetite.
• Select, implement and administer process/journey modelling and SOP tooling (e.g. Lucid or similar). Shape & own governance, version control and quality assurance approaches for content.
• Facilitate cross-functional workshops to capture, model and validate processes and journeys with teams and senior stakeholders. Support clear, evidence-based recommendations.
• Build and coach a champion network across the business, starting with a pilot area, upskilling teams to document, own and improve their own processes and journeys.
• Support projects, ‘Tiger Teams’ and improvement initiatives with coaching for standards or hands-on process analysis, journey mapping and operational-excellence input.
• Analyze current-state processes to surface actors, systems used, pain points, hand-offs, waste, suitability of controls and improvement opportunities. Prioritize and quantify the opportunities that matter most.
• Embed an end-to-end journey and process owner model - establishing accountable owners, performance measures and cross-team collaboration to resolve issues faster.
• Identify where common automation (e.g. UI Path RPA, Power Automate, Azure) and AI can be applied. The role does not require hands-on build capability, though practical familiarity with prototyping or shaping proof-of-concepts would be an advantage. Shape the case for suitable use cases in an advisory capacity with SMES.
• Plan and report on the capability’s roadmap, benefits enabled, risks and issues; drive delivery proactively, tenaciously and at pace.
• Grow and lead a small team over time (one role anticipated once capability proven), setting direction and developing capability

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 relevant and related methodologies - operational excellence, Lean, process design & improvement, systems thinking, business architecture, BPMN
• Hands‑on expertise with process/journey documentation tools and familiarity with BPMN, applied flexibly and pragmatically to suit the business rather than by the letter.
• Strong understanding of good‑practice SOP/procedure documentation and the tools that support it (secondary priority)
• Working understanding of where common automation (RPA, Power Automate, Azure) and AI can be applied to processes - enough to identify and shape suitable use cases (no build required).
• Excellent influencing, facilitation and communication skills, able to engage and build trust with all levels, including senior leaders.
• A proven ability to document & analyze complex processes and make clear, justified, actionable recommendations
• Experience establishing standards, hierarchies or a repository / single source of truth from scratch, and coaching others to adopt them.
• Evidence of team management or building a capability - this role starts something new with the intent to grow. Experience managing individual contributors, including setting clear direction, defining priorities and expectations, providing regular coaching and feedback, supporting development plans, and managing performance across remote or geographically distributed teams.
• Strong planning, reporting and risk & issue management. Practical, pragmatic and self‑driven approach; resilient when facing obstacles, proactive and focused on finding workable solutions.
• Confident with Microsoft Office (Outlook, Word, PowerPoint, Excel, Teams) and AI productivity tools (Microsoft Copilot, Cowork).

Benefits

• Private Medical
• 5% matched pension
• 25 days annual leave + bank holidays
• EAP Programme
• Income Protection
• Parental Leave

Nuvei is an equal‑opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves.

So, please come as you are. We can’t wait to meet you

Our recruitment process may use automated tools, including AI, to support application management and candidate shortlisting.