Head of Customer Experience CX | London, UK

Nuvei; London; On-site; GBP 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Head of Customer Experience to spearhead their customer-centric strategy. This pivotal role involves enhancing enterprise customer satisfaction and retention while ensuring world-class experiences for SMB clients. The ideal candidate will leverage Voice of Customer data to drive improvements and work collaboratively across departments. With a focus on strategic planning and data-driven insights, you will lead initiatives that directly impact revenue growth and customer loyalty. Join a dynamic team committed to innovation and excellence in customer service.

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 in B2B or payments industry.
• Ability to work cross-functionally and lead teams.

Responsibilities

• Lead the design and execution of customer-centric strategies.
• Optimize customer journeys and resolve friction points.

Skills

Customer Experience Management

Data Analysis

Cross-Functional Leadership

Strategic Planning

Six Sigma

Education

Bachelor's Degree

Six Sigma Black Belt

Tools

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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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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