CX Operations Lead- Nutmeg- Vice President

TN United Kingdom; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading digital wealth manager in the UK is seeking a CX Operations Lead to enhance customer experience through effective design processes. The role involves collaboration with UX designers and product managers to optimize design operations, ensuring quality and efficiency in customer-centric products.

Qualifications

• 4+ years experience as a design or CX operations lead, digital producer, or supporting design teams.

Responsibilities

• Lead operational processes to maximise customer-centric design impact.
• Manage design operations, resolving questions and issues efficiently.
• Ensure effective communication across disciplines.

Skills

Communication

Interpersonal Skills

Customer-Centric Design

Collaboration

Tools

Atlassian tools

Job description

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CX Operations Lead- Nutmeg- Vice President, London

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Client:

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

132919c9b8a6

Job Views:

3

Posted:

17.05.2025

Expiry Date:

01.07.2025

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Job Description:

Nutmeg is the UK’s largest truly digital wealth manager, offering clarity and transparency to both seasoned and first-time investors as they seek to achieve their financial goals. Nutmeg now manages over £7bn on behalf of over 250,000 clients who have sought the powerful combination of an easy-to-use, adaptable investment service and market-leading human advice. Nutmeg is a Morgan company offering investments and digital wealth management services directly to consumers, complementing Chase’s digital bank in the UK.

Job Summary:

Customer experience (CX) and customer focus are key to our success. Our CX team is growing, and we are now looking for a CX Operations Lead to help us grow, optimise our design, content, and research activities.

In this role, you will work alongside UX designers, writers, researchers, product managers, and engineers, focusing on product design processes, tools, content, and toolkits. Your goal will be to introduce efficiency, consistency, and quality in CX operations, managing processes and logistics across multiple areas.

You will play a vital role in creating useful, straightforward, and empowering products for our clients by supporting and facilitating designers, writers, and researchers. You will collaborate with stakeholders across functions and influence all stages of design and product development.

This role is focused on the Nutmeg investments business in the UK, covering various investment products and services.

Responsibilities include:

• Lead operational processes to maximise customer-centric design impact
• Manage design operations, resolving questions and issues efficiently
• Handle stakeholder management and proactively address quality issues
• Create and implement processes for team development
• Drive progress against goals, establishing next steps and resolving blocks
• Ensure effective communication across disciplines
• Assess risks proactively and resolve issues early
• Support hiring and onboarding of new team members
• Manage software tools and administration for the CX team
• Coordinate logistics for content events (webinars, shoots)
• Advocate for customer-centric design within the organisation

Required qualifications, capabilities, and skills:

• 4+ years experience as a design or CX operations lead, digital producer, or supporting design teams
• Excellent communication and interpersonal skills
• Ability to oversee and manage design planning and deliverables
• Experience establishing standards and processes for cross-functional work
• Strong understanding of multidisciplinary design processes, systems, and tools
• Passionate about customer-centric design
• Thrives in fast-paced, collaborative environments
• Experience working with senior stakeholders
• Ability to synthesize complex needs
• Experience with Atlassian tools (Jira & Confluence) is desirable