Nuvei
Customer Experience (CX) Manager
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The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, 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) CX Senior Manager to join our ambitious Customer Experience (CX) team. Reporting to our Head of CX, you will be supporting the team on hands-on delivery of high-impact improvements across the business - leading or supporting projects end-to-end, facilitating cross-functional ‘Tiger Teams', and building customer-centricity and operational-excellence capability, with a key focus on driving change through to implementation, coaching teams and embedding new ways of working.
This is a hands-on delivery and capability-building role at the heart of a growing CX and operational-excellence Centre of Excellence. You will take on Nuvei's long-standing pain points and improvement opportunities, work them end-to-end with SMEs to implementation, and contribute towards the training, coaching and champion capability that makes improvement stick.
Responsibilities
- Lead and facilitate improvement activity and cross-functional ‘Tiger Teams' end-to-end - from problem framing and root-cause analysis through design, delivery and implementation - turning long-standing pain points into visible, measurable improvements
- Own hands-on delivery, not just design - drive/support across the full change lifecycle
- Managing improvement plans, risks & issues and dependencies through to implementation and benefits realization
- Link initiatives to Nuvei's business strategy and commercial priorities. Quantify and capture the benefits delivered
- Apply deep Customer Experience (CX), Operational Excellence (OE) and Continuous Improvement (CI) expertise (e.g. Lean, Process Improvement, Service Design, Systems Thinking, Theory of Constraints (ToC), agile) to solve complex, cross-team problems
- Coach and build capability across the business - create/support and deliver training and coaching materials, facilitate workshops, and develop a network of practitioners in customer-centricity and operational excellence
- Influence and align stakeholders at all levels up to senior leadership - using clear storytelling (written and verbal), crisp presentations and data to build the case for change and secure decisions
- Bring structure and pace to ambiguous, fast-moving situations - establishing the cadence, governance and ways of working that keep delivery moving under uncertainty
- Drive change management - stakeholder engagement, adoption and embedding new ways of working so improvements stick
- Use data and analysis (e.g. Excel, Power BI) to size problems, prioritise, track progress and evidence impact
- Make strong, proactive use of AI to accelerate analysis, delivery and capability building
- Contribute as a core member of a growing Centre of Excellence - helping build the offering, standards and tools - not just delivering individual initiatives but also the enablers to positively impact the skills & culture of the organization
- Lead and develop other team members, developing others as the capability scales
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Requirements
- 10-15 years' experience in customer experience, operational excellence and continuous improvement, with genuine depth and hands-on delivery - not design or advisory only
- A deep, practical toolkit across CX, OE and CI - Lean, agile delivery, process and service design, root-cause analysis, systems thinking - applied pragmatically & flexibly to real business problems, not just following standard playbooks
- Proven hands-on ownership across the full change lifecycle to implementation, including project management, risk and issue management, and change management
- Transformation experience with agile delivery and ways of working
- Strong analytical skills (Excel and Power BI), and confident, proactive use of AI tools to accelerate delivery for both individual and team productivity
- Strong delivery experience in a services environment (e.g. financial services, technology/SaaS, professional or business services). Backgrounds limited to manufacturing or product-only settings will not be sufficient for this role
- Payments knowledge is beneficial but not essential; previous experience of operational delivery is desirable
- Evidence of having worked in or shaped a Centre of Excellence - not just delivering, but helping build an offering, standards and capability to support and grow the business
- A strong capability-building track record - creating/contributing to training and coaching materials and confidently facilitating and delivering them to develop others
- Excellent influencing and communication skills at all levels up to senior leadership - compelling storytelling (written and verbal), presentation and stakeholder management
- Comfortable in a fast-paced, changing organization and working through uncertainty - able to introduce structure, cadence and governance
- A strong team player who develops others, with team-management experience and the expectation of growing a team over time. 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
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Benefits
- 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
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