At a Glance
- Tasks: Lead the design of customer journeys and processes for a global fintech company.
- Company: Join Nuvei, a cutting-edge fintech transforming payment processing worldwide.
- Benefits: Enjoy private medical, matched pension, generous leave, and parental support.
- Other info: Be part of a diverse team that values authenticity and collaboration.
- Why this job: Shape the future of customer experience in a dynamic, innovative environment.
- Qualifications: 10-15 years in process design; fintech experience is a plus.
The predicted salary is between 59400 - 72600 £ per year.
The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategicpartners, to help them grow.
Meet Nuvei, Nuvei is the global fintech building the infrastructure for every payment, everywhere.
Its modular, flexible, and scalable technology enables leading companies to accept next-generation 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 52 markets, 150 currencies, and over 720 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally through 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!
- Your Mission
- We are looking for a(n)
- Customer Journey & Process Design Lead to join our ambitious
- Customer Experience (CX) team. Reporting to our
Head of CX , you will be supporting the team on establishing and leading Nuvei’s central process and customer-journey capability: a single, trusted source of truth for how we work.
This is a rare opportunity to build a new capability from the ground up.
You will design the standards, structure and champion network that make our processes and end-to-end journeys visible, owned and continuously improved - starting with a sponsored pilot area, proving the value, and growing the capability and a small team over time.
Key Responsibilities
- Design and build Nuvei’s central process and customer-journey architecture - a clear, multi-level hierarchy and repository (single source of truth) that works across functions and regions, building on existing content.
- Establish documentation standards, conventions and templates for process maps and end-to-end journeys, applying BPMN and other standard notations pragmatically where they add value - without over-engineering.
This may extend to best practice approaches to procedures (SOPs) over time, depending on business appetite.
- Select, implement and administer process/journey modelling and SOP tooling (e. g.
Lucid or similar).
Shape & own governance, version control and quality assurance approaches for content.
- Facilitate cross-functional workshops to capture, model and validate processes and journeys with teams and senior stakeholders. Support clear, evidence-based recommendations.
- Build and coach a champion network across the business, starting with a pilot area, upskilling teams to document, own and improve their own processes and journeys.
- Support projects, ‘Tiger Teams’ and improvement initiatives with coaching for standards or hands‑on process analysis, journey mapping and operational‑excellence input.
- Analyze current‑state processes to surface actors, systems used, pain points, hand‑offs, waste, suitability of controls and improvement opportunities.
Prioritize and quantify the opportunities that matter most.
- Embed an end-to-end journey and process owner model - establishing accountable owners, performance measures and cross‑team collaboration to resolve issues faster.
- Identify where common automation (e. g.
UI Path RPA, Power Automate, Azure) and AI can be applied.
The role does not require hands‑on build capability, though practical familiarity with prototyping or shaping proof‑of‑concepts would be an advantage.
Shape the case for suitable use cases in an advisory capacity with SMES.
- Plan and report on the capability’s roadmap, benefits enabled, risks and issues; drive delivery proactively, tenaciously and at pace.
- Grow and lead a small team over time (one role anticipated once capability proven), setting direction and developing capability
- 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 relevant and related methodologies - operational excellence, Lean, process design & improvement, systems thinking, business architecture, BPMN
- Hands‑on expertise with process/journey documentation tools and familiarity with BPMN, applied flexibly and pragmatically to suit the business rather than by the letter.
- Strong understanding of good-practice SOP/procedure documentation and the tools that support it (secondary priority)
- Working understanding of where common automation (RPA, Power Automate, Azure) and AI can be applied to processes - enough to identify and shape suitable use cases (no build required).
- Excellent influencing, facilitation and communication skills, able to engage and build trust with all levels, including senior leaders.
- A proven ability to document & analyze complex processes and make clear, justified, actionable recommendations
- Experience establishing standards, hierarchies or a repository / single source of truth from scratch, and coaching others to adopt them.
- Evidence of team management or building a capability - this role starts something new with the intent to grow.
Experience managing individual contributors, including setting clear direction, defining priorities and expectations, providing regular coaching and feedback, supporting development plans, and managing performance across remote or geographically distributed teams.
- Strong planning, reporting and risk & issue management.
Practical, pragmatic and self‑driven approach; resilient when facing obstacles, proactive and focused on finding workable solutions.
- Confident with Microsoft Office (Outlook, Word, Power Point, Excel, Teams) and AI productivity tools (Microsoft Copilot, Cowork).
- Private Medical
- 5% matched pension
- 25 days annual leave + bank holidays
- EAP Programme
- Income Protection
- Parental Leave
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
Our recruitment process may use automated tools, including AI, to support application management and candidate shortlisting.
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Customer Journey & Process Design Lead employer: Nuvei
At Nuvei, we pride ourselves on being an exceptional employer that fosters a culture of collaboration and innovation. Our commitment to employee growth is evident through continuous training opportunities and a supportive environment where your authentic self is celebrated. With a focus on cutting-edge technology and a diverse team, working in our vibrant locations offers you the chance to thrive in a fast-paced fintech landscape while making a meaningful impact on global payment solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey & Process Design Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nuvei. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nuvei before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Journey & Process Design Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nuvei:Your cover letter is your chance to shine! Tell us why you want to work at Nuvei specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nuvei!
How to prepare for a job interview at Nuvei
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
