Head of Customer Experience CX

Nuvei; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An innovative fintech company is seeking a Head of Customer Experience to lead the development of a customer-centric strategy that enhances satisfaction and retention. This pivotal role will shape how the company delivers exceptional experiences, leveraging data-driven insights and cross-functional collaboration to drive improvements. With a focus on both enterprise and SMB clients, the Head of CX will ensure that customer needs are at the forefront of the company's growth strategy. This is a unique opportunity to make a significant impact in a rapidly evolving industry, where your strategic vision will drive measurable business outcomes and foster a culture of customer excellence.

Benefits

25 days annual leave

Discretionary bonus

5% matched pension

2 days for Volunteer Charity work

Private Health

Flexible Working

Qualifications

• 10+ years in Customer Experience, ideally in B2B or payments.
• Proven strategic mindset with execution orientation.

Responsibilities

• Lead the design and execution of customer-centric strategies.
• Oversee the refinement of customer journeys and reduce friction points.

Skills

Customer Experience Management

Strategic Planning

Cross-Functional Collaboration

Data Analysis

Six Sigma Methodology

Education

Six Sigma Black Belt

Bachelor's Degree

Tools

NPS (Net Promoter Score)

CSAT (Customer Satisfaction Score)

Predictive Analytics Tools

Job description

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

Meet Nuvei, the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows leading companies to accept next-gen 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 50 markets, 150 currencies and 700 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with 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!

Role Purpose

The Head of Customer Experience (CX) will lead the design and execution of Nuvei's customer-centric strategy to drive enterprise customer satisfaction, retention, and revenue growth. This role focuses on embedding CX excellence across all touchpoints and ensuring Nuvei delivers world-class experiences to both enterprise & SMB clients.

This leadership role will shape how Nuvei delivers exceptional experiences to enterprise clients while driving improvements that also benefit SMB customers. By aligning cross-functional teams and leveraging Voice of Customer data, the Global Head of CX will ensure that customer needs remain at the forefront of Nuvei's growth strategy.

Key Accountabilities

• Global CX Strategy Development
• Develop and execute a comprehensive CX strategy aligned with Nuvei's strategic goals, focusing on both enterprise and SMB customers
• Lead the creation of a scalable CX framework, ensuring consistency in how experiences are measured and improved globally
• Voice of Customer (VoC) Leadership
• Establish and lead Nuvei's global VoC programme to systematically capture, analyse, and act on customer feedback from multiple channels
• Partner with Analytics and Insights teams to deliver actionable VoC insights that inform product, service, and operational improvements
• Create and manage governance processes to prioritise VoC-driven initiatives that align with business goals
• Customer Journey Optimisation
• Oversee the refinement of end-to-end customer journeys for both enterprise and SMB clients, focusing on onboarding, in-life, and renewal stages
• Identify and resolve key friction points, leveraging customer feedback and data to guide decision-making
• Partner with teams across Product, Finance, Legal, Operations and Support to streamline processes and create seamless customer interactions
• Data-Driven CX Management
• Define and implement CX metrics, including NPS, CSAT, CES, and retention rates, to evaluate performance globally
• Ensure consistent reporting on CX metrics to senior leadership, highlighting progress, trends, and areas for improvement
• Use predictive analytics to forecast customer needs and improve proactive engagement strategies
• Cross-Functional Leadership & Alignment
• Serve as the primary advocate for customer-centric practices across departments, fostering collaboration and accountability
• Partner with Sales, Product, and Marketing teams to ensure customer feedback is incorporated into go-to-market strategies and product roadmaps
• Lead cross-functional workshops to align teams on CX priorities and drive cross-departmental improvements
  
  

Key Deliverables

• A global VoC programme that drives actionable insights and measurable business impact
• Enhanced customer journeys with reduced friction points, leading to improved NPS and retention rates
• Regular reporting to senior leadership, demonstrating CX's contribution to business growth and client success
• A high-performing CX team that supports enterprise and SMB clients globally
  
  

Success Metrics

• Improvement in NPS, CSAT, and retention scores across all customer segments
• Increased adoption of VoC insights into strategic decision-making across the organisation
• Reduction in customer pain points and support tickets through proactive CX initiatives
• Positive impact on revenue growth, tied directly to CX improvements
  
  

Requirements

• 10 years in Customer Experience in B2B or payments (ideally) industry
• Six Sigma Black Belt or similar qualification
• Strategic mindset and execution orientated
• Ability to work cross-functionally
• Executive presence - this is a new role and you must be comfortable with ambiguity and to get things done
  
  

Benefits

• 25 days annual leave
• Discretionary bonus
• 5% matched pension
• 2 days for Volunteer Charity work
• Private Health
• Flexible Working
  
  

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.

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