Customer Journey & Process Design Lead

Nuvei
London
Workplace: OnsiteFull timeFunction: Design (Product/UX/UI/Visual)Experience: 10-15 yearsSkills: ["Influencing","Facilitation","Communication","Coaching","Planning"]

Lead the creation of a central customer-journey and process architecture for Nuvei’s Customer Experience team. Establish a single source of truth, documentation standards, and governance using BPMN and process modeling tools (e.g., Lucid). Facilitate workshops to capture and validate journeys, build a champion network, analyze current-state processes, and apply automation/AI opportunities to improve end-to-end ownership, performance, and operational excellence.

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FursaFursa
Nuvei
Nuvei
4 days ago

Customer Journey & Process Design Lead

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Last checked: 12 hours agoStatus: Live

Job Summary

Lead the creation of a central customer-journey and process architecture for Nuvei’s Customer Experience team. Establish a single source of truth, documentation standards, and governance using BPMN and process modeling tools (e.g., Lucid). Facilitate workshops to capture and validate journeys, build a champion network, analyze current-state processes, and apply automation/AI opportunities to improve end-to-end ownership, performance, and operational excellence.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Design (Product/UX/UI/Visual)
Seniority: Sr. Manager level

Key Responsibilities

  • •Design and build a central process and customer-journey architecture with a multi-level hierarchy and repository (single source of truth) across functions and regions.
  • •Create documentation standards, conventions, and templates for process maps and end-to-end journeys, applying BPMN pragmatically and supporting SOP approaches.
  • •Select and administer process/journey modelling and SOP tooling (e.g., Lucid), owning governance, version control, and quality assurance.
  • •Facilitate cross-functional workshops to capture, model, validate, and recommend improvements for processes and journeys.
  • •Analyze current-state processes, prioritize improvement opportunities, define end-to-end owner models and performance measures, and plan the capability roadmap including automation/AI use cases.

Pay and Benefits

Perks:Private MedicalPensionAnnual LeaveBank HolidaysEap ProgramIncome ProtectionParental Leave

Key Requirements

  • •10–15 years’ experience in process and customer-journey modelling, mapping, and architecture in complex, multi-region organizations (payments/fintech/financial services preferred).
  • •Deep knowledge of operational excellence, Lean, process design & improvement, systems thinking, business architecture, and BPMN.
  • •Hands-on expertise documenting and modelling processes/journeys with tools such as BPMN, applied pragmatically to fit business needs.
  • •Working understanding of applying automation (RPA, Power Automate, Azure) and AI to processes to identify suitable use cases.
  • •Experience creating standards and building capabilities from scratch, including evidence of team management or coaching others to adopt new approaches.
Experience:10-15 yearsPaymentsFintechFinancial services
Skills:InfluencingFacilitationCommunicationCoachingPlanning
Tech Stack:BPMNLucidProcess mapsSOPRPAUI PathPower AutomateAzureAIMicrosoft OfficeOutlookWordPowerPointExcelTeamsMicrosoft CopilotCowork

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