Customer Journey Lead – Process Design

Responsibilities

• Design and build Nuvei’s central process and customer-journey architecture as a single source of truth across functions and regions
• Establish documentation standards, conventions and templates for process maps and end-to-end journeys
• Apply BPMN and other standard notations pragmatically
• Select, implement and administer process/journey modelling and SOP tooling such as Lucid or similar
• Own governance, version control and quality assurance for process and journey content
• Facilitate cross-functional workshops to capture, model and validate processes and journeys
• Support evidence-based recommendations for teams and senior stakeholders
• Build and coach a business-wide champion network, beginning with a pilot area
• Coach projects, Tiger Teams and improvement initiatives on standards, process analysis, journey mapping and operational excellence
• Analyze current-state processes, including actors, systems, pain points, hand-offs, waste, controls and improvement opportunities
• Prioritize and quantify high-value opportunities
• Establish an end-to-end journey and process owner model with accountable owners, performance measures and cross-team collaboration
• Identify suitable applications of RPA, Power Automate, Azure and AI; shape use cases and proof-of-concept direction in an advisory capacity
• Plan and report on the capability roadmap, enabled benefits, risks and issues
• Drive delivery proactively and at pace
• Grow and lead a small team over time, setting direction and developing capability
• Report to the Head of CX

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 operational excellence, Lean, process design and improvement, systems thinking, business architecture and BPMN
• Hands-on expertise with process/journey documentation tools
• Familiarity with BPMN, applied flexibly and pragmatically
• Strong understanding of SOP/procedure documentation and supporting tools
• Working understanding of RPA, Power Automate, Azure and AI applications to processes; no build required
• Excellent influencing, facilitation and communication skills, including engagement with senior leaders
• Proven ability to document and analyze complex processes and make clear, justified, actionable recommendations
• Experience establishing standards, hierarchies or a repository/single source of truth from scratch
• Experience coaching others to adopt process and journey standards
• Evidence of team management or capability building
• Experience managing individual contributors, including setting direction, defining priorities and expectations, coaching and feedback, development plans, and performance management across remote or geographically distributed teams
• Strong planning, reporting, and risk and issue management
• Practical, pragmatic and self-driven approach; resilient, proactive and solution-focused
• Confident with Microsoft Office: Outlook, Word, PowerPoint, Excel and Teams
• Experience with AI productivity tools, including Microsoft Copilot and Cowork

Core Competencies

Demonstrates expertise in process and customer-journey modeling, with a strong focus on operational excellence and the ability to coach teams in adopting standards. Proficient in utilizing tools like RPA, Power Automate, and Azure to enhance process efficiency and drive strategic initiatives.

Highest-signal resume keywords

• Process And Customer-Journey Modelling
• Operational Excellence
• BPMN Expertise
• Team Management
• SOP Documentation

ATS Optimization Keywords

Hard Skills

• Process Mapping
• Process Design
• Lean Methodology
• Systems Thinking
• Process Analysis
• Journey Mapping
• Governance And Quality Assurance
• Risk Management
• Documentation Standards
• Performance Measurement

Soft Skills

• Influencing Skills
• Facilitation Skills
• Communication Skills
• Coaching Skills
• Proactive Approach

Industry Keywords

• Payments
• Fintech
• Financial Services
• Business Architecture
• Single Source Of Truth

Tools & Technologies

• Lucid
• RPA
• Power Automate
• Azure
• Microsoft Office
• Microsoft Copilot
• Cowork