Customer Experience (CX) Manager

Nuvei
London
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Influencing","Communication","Stakeholder management","Change management","Coaching"]

Own and drive end-to-end improvements in Nuvei’s Customer Experience (CX) and operational excellence Centre of Excellence. Facilitate cross-functional “Tiger Teams,” lead change through implementation and benefits realization, and build capability across the business with training, coaching, and governance. Use CX, operational excellence, and continuous improvement methods to solve complex cross-team problems, quantify impact, and influence senior stakeholders with data, storytelling, and crisp presentations.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Nuvei
Nuvei
4 days ago

Customer Experience (CX) Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Own and drive end-to-end improvements in Nuvei’s Customer Experience (CX) and operational excellence Centre of Excellence. Facilitate cross-functional “Tiger Teams,” lead change through implementation and benefits realization, and build capability across the business with training, coaching, and governance. Use CX, operational excellence, and continuous improvement methods to solve complex cross-team problems, quantify impact, and influence senior stakeholders with data, storytelling, and crisp presentations.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead and facilitate improvement activity and cross-functional “Tiger Teams” end-to-end, from problem framing and root-cause analysis to design, delivery, and implementation.
  • •Own hands-on delivery across the full change lifecycle, driving and supporting implementation and benefits realization.
  • •Manage improvement plans, risks, issues, and dependencies through to implementation and quantified benefits.
  • •Apply CX/OE/CI expertise (e.g., Lean, process improvement, service design, systems thinking, Theory of Constraints, agile) to solve complex cross-team problems.
  • •Coach and build capability through training materials, workshops, and stakeholder alignment up to senior leadership, including team leadership and development.

Pay and Benefits

Perks:Health InsurancePensionPaid LeaveParental Leave

Key Requirements

  • •10–15 years’ experience in customer experience, operational excellence, and continuous improvement with hands-on delivery (not design/advisory only).
  • •A practical toolkit across CX/OE/CI, including Lean, agile delivery, process and service design, root-cause analysis, systems thinking, and Theory of Constraints.
  • •Proven ownership across the full change lifecycle to implementation, including project management, risk/issue management, and change management.
  • •Strong analytical skills with Excel and Power BI, plus confident, proactive use of AI tools to accelerate delivery and productivity.
  • •Strong influencing and communication skills for senior leadership, with capability-building and team-management experience.
Experience:Customer experienceOperational excellenceContinuous improvementCentre of ExcellenceFinancial servicesSaaS
Skills:InfluencingCommunicationStakeholder managementChange managementCoaching
Tech Stack:ExcelPower BIAI

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