Customer Experience Manager

• 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
• Own hands-on delivery across the full change lifecycle
• Manage improvement plans, risks, issues, and dependencies through implementation and benefits realization
• Link initiatives to Nuvei's business strategy and commercial priorities; quantify and capture benefits
• Apply Customer Experience, Operational Excellence, and Continuous Improvement expertise to solve complex, cross-team problems
• Coach and build capability across the business through training, coaching materials, workshops, and practitioner networks
• Influence and align stakeholders up to senior leadership using storytelling, presentations, and data
• Establish cadence, governance, and ways of working in ambiguous, fast-moving situations
• Drive stakeholder engagement, adoption, and embedding of new ways of working
• Use Excel, Power BI, and data analysis to size problems, prioritize, track progress, and evidence impact
• Use AI to accelerate analysis, delivery, and capability building
• Contribute to the Centre of Excellence's offering, standards, tools, skills, and culture
• Lead and develop team members as capability scales

Requirements

• 10-15 years' experience in customer experience, operational excellence and continuous improvement, with genuine depth and hands on delivery
• A deep, practical toolkit across CX, OE and CI, including Lean, agile delivery, process and service design, root cause analysis, and systems thinking
• 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
• Strong delivery experience in a services environment, such as financial services, technology/SaaS, professional or business services
• Payments knowledge beneficial but not essential; previous experience of operational delivery desirable
• Experience working in or shaping a Centre of Excellence
• Strong capability building track record, including creating/contributing to training and coaching materials and facilitating/delivering them
• Excellent influencing and communication skills at all levels up to senior leadership
• Comfortable in a fast paced, changing organization and working through uncertainty
• Team management experience, including managing individual contributors, setting direction, defining priorities and expectations, coaching and feedback, development plans, performance management, and managing remote or geographically distributed teams

Core Competencies

Demonstrates extensive expertise in Customer Experience, Operational Excellence, and Continuous Improvement, with a strong focus on hands on delivery across the full change lifecycle. Proven ability to influence stakeholders, build capability through training, and manage teams in fast paced environments.

Highest signal resume keywords

• Customer Experience Expertise
• Operational Excellence
• Continuous Improvement
• Agile Delivery
• Data Analysis

ATS Optimization Keywords Hard Skills

• Lean
• Root Cause Analysis
• Process Design
• Service Design
• Change Management
• Project Management
• Risk Management
• Systems Thinking
• Capability Building
• Transformation Experience

Soft Skills

• Influencing Skills
• Communication Skills
• Coaching
• Stakeholder Engagement
• Team Management

Industry Keywords

• Financial Services
• Technology/SaaS
• Professional Services
• Centre of Excellence
• Operational Delivery

Tools & Technologies

• Excel
• Power BI
• AI Tools