Customer Journey & Process Design Lead

Nuvei
Sofia
Workplace: OnsiteFull timeEUR 35,000 - 44,000 annuallyFunction: Design (Product/UX/UI/Visual)Experience: 10-15 yearsSkills: ["Influencing","Facilitation","Communication","Planning","Risk management"]

Build and lead Nuvei’s central process and customer-journey capability within the Customer Experience (CX) team. Design the architecture and “single source of truth” repository, establish documentation and governance standards, and facilitate cross-functional workshops to model and validate end-to-end journeys. Select tooling, coach a champion network, identify automation/AI opportunities, and grow a small team over time to drive continuous operational improvement.

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FursaFursa
Nuvei
Nuvei
3 days ago

Customer Journey & Process Design Lead

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Last checked: 17 hours agoStatus: Live

Job Summary

Build and lead Nuvei’s central process and customer-journey capability within the Customer Experience (CX) team. Design the architecture and “single source of truth” repository, establish documentation and governance standards, and facilitate cross-functional workshops to model and validate end-to-end journeys. Select tooling, coach a champion network, identify automation/AI opportunities, and grow a small team over time to drive continuous operational improvement.
Location: Sofia
Workplace: Onsite
Employment Type: Full time
Job Function: Design (Product/UX/UI/Visual)
Seniority: Manager level

Key Responsibilities

  • •Design and build the central process and customer-journey architecture, including a clear multi-level hierarchy and single source of truth that works across functions and regions.
  • •Create documentation standards, conventions, and templates for process maps and end-to-end journeys, applying BPMN and notations pragmatically.
  • •Select, implement, and administer process/journey modelling and SOP tooling, owning governance, version control, and quality assurance.
  • •Facilitate cross-functional workshops to capture, model, and validate processes and journeys, delivering evidence-based recommendations.
  • •Coach a champion network, identify automation/AI opportunities, plan and report the capability roadmap, and grow/lead a small team over time.

Pay and Benefits

Salary: EUR 35,000 - 44,000 annually
Perks:Holiday AllowanceHealth InsuranceEmployee AssistanceSport MembershipEvouchers

Key Requirements

  • •10–15 years’ experience in process and customer-journey modelling, mapping and architecture, ideally in a complex multi-region organization (payments/fintech/financial services preferred).
  • •Deep knowledge of operational-excellence, Lean, process design & improvement, systems thinking, business architecture, and BPMN.
  • •Hands-on expertise documenting processes/journeys with tools and applying BPMN pragmatically; experience setting SOP/procedure documentation practices.
  • •Working understanding of where RPA, Power Automate, Azure and AI can be applied to processes (enough to identify and shape use cases).
  • •Evidence of team management/capability building, including setting direction, coaching, performance management, and working with remote or distributed teams.
Experience:10-15 yearsPaymentsFintechFinancial servicesOperational excellenceLeanProcess improvementBPMN
Skills:InfluencingFacilitationCommunicationPlanningRisk management
Languages:English
Tech Stack:BPMNLucidProcess mapsSOPRPAPower AutomateAzureUI PathMicrosoft OfficeOutlookWordPowerPointExcelTeamsMicrosoft CopilotCoworkAI

Company Brief

Nuvei
Global payments technology provider offering merchant acquiring, payment processing, fraud and risk management, and omnichannel payment solutions for enterprises across e-commerce, retail, gaming, and fintech sectors.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Montreal, Canada
Founded: 2003
WebsiteLinkedIn