At a Glance
- Tasks: Design and build customer journey architecture, ensuring seamless processes across functions.
- Company: Join a leading fintech company focused on innovation and operational excellence.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Opportunity to lead a small team and drive impactful change.
- Why this job: Shape the future of customer experiences in a dynamic and collaborative environment.
- Qualifications: 10-15 years in process modelling with strong leadership and communication skills.
The predicted salary is between 75600 - 92400 £ per year.
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, Power Point, 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
- #J-18808-Ljbffr
Customer Journey Lead – Process Design in London employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey Lead – Process Design in London
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We think you need these skills to ace Customer Journey Lead – Process Design in London
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at Jobtailor, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at Jobtailor
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
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Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with Jobtailor’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
