Senior CX & OE Leader: Change, Coaching & Impact

Nuvei; Greater London; On-site; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Private Medical

5% matched pension

25 days annual leave + bank holidays

EAP Programme

Income Protection

Parental Leave

Job summary

Nuvei is seeking a CX Senior Manager to join our Customer Experience team in London. Reporting to the Head of CX, you will drive end-to-end improvements, coach teams, and embed new ways of working with cross-functional Tiger Teams.

You will lead hands-on delivery, manage risks and benefits, and apply Lean, CI, and agile methods to complex problems while building capability across the organisation.

Qualifications

• 10–15 years in customer experience, OE and CI with hands-on delivery.
• Deep toolkit across CX, OE and CI: Lean, agile, design, RCA, systems thinking.
• Proven ownership across full change lifecycle including PM, risk, change management.
• Experience building and shaping a Centre of Excellence and training materials.

Responsibilities

• Lead cross-functional Tiger Teams end-to-end from framing to implementation.
• Own hands-on delivery across the full change lifecycle.
• Manage improvement plans, risks, issues, and dependencies.
• Align initiatives to business strategy and quantify benefits.
• Coach and build capability with training and workshops.
• Influence stakeholders up to senior leadership with data stories.
• Establish cadence, governance and ways of working under uncertainty.
• Drive change management and adoption of new practices.
• Use data (Excel/Power BI) to size problems and track impact.
• Leverage AI to accelerate analysis and delivery.
• Contribute to Centre of Excellence offerings and standards.

Skills

CX expertise

OE/CI toolkit

Lean

Agile delivery

Root-cause analysis

Systems thinking

Stakeholder management

Data storytelling

AI-enabled delivery

Team leadership

Tools

Power BI

Excel

Job description

Nuvei is seeking a CX Senior Manager to join our Customer Experience team in London. Reporting to the Head of CX, you will drive end-to-end improvements, coach teams, and embed new ways of working with cross-functional Tiger Teams.

You will lead hands-on delivery, manage risks and benefits, and apply Lean, CI, and agile methods to complex problems while building capability across the organisation.