Customer Journey & Process Design Lead

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) 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