Head of Customer Experience, Nuvei
+ Discretionary bonus
Payment technology partner
Be an early applicant
Payment technology partner
1001+ employees
Be an early applicant
+ Discretionary bonus
1001+ employees
Company mission
To deliver unified commerce solutions and expertise, and to help clients capture every payment opportunity that comes their way.
Role
Who you are
- 10 years in Customer Experience in B2B or payments (ideally) industry
- Six Sigma Black Belt or similar qualification
- Strategic mindset and execution orientated
- Ability to work cross-functionally
- Executive presence - this is a new role and you must be comfortable with ambiguity and to get things done
What the job involves
- The Head of Customer Experience (CX) will lead the design and execution of Nuvei's customer-centric strategy to drive enterprise customer satisfaction, retention, and revenue growth
- This role focuses on embedding CX excellence across all touchpoints and ensuring Nuvei delivers world-class experiences to both enterprise & SMB clients
- This leadership role will shape how Nuvei delivers exceptional experiences to enterprise clients while driving improvements that also benefit SMB customers
- By aligning cross-functional teams and leveraging Voice of Customer data, the Global Head of CX will ensure that customer needs remain at the forefront of Nuvei’s growth strategy
- Develop and execute a comprehensive CX strategy aligned with Nuvei’s strategic goals, focusing on both enterprise and SMB customers
- Lead the creation of a scalable CX framework, ensuring consistency in how experiences are measured and improved globally
- Establish and lead Nuvei’s global VoC programme to systematically capture, analyse, and act on customer feedback from multiple channels
- Partner with Analytics and Insights teams to deliver actionable VoC insights that inform product, service, and operational improvements
- Create and manage governance processes to prioritise VoC-driven initiatives that align with business goals
- Oversee the refinement of end-to-end customer journeys for both enterprise and SMB clients, focusing on onboarding, in-life, and renewal stages
- Identify and resolve key friction points, leveraging customer feedback and data to guide decision-making
- Partner with teams across Product, Finance, Legal, Operations and Support to streamline processes and create seamless customer interactions
- Define and implement CX metrics, including NPS, CSAT, CES, and retention rates, to evaluate performance globally
- Ensure consistent reporting on CX metrics to senior leadership, highlighting progress, trends, and areas for improvement
- Use predictive analytics to forecast customer needs and improve proactive engagement strategies
- Serve as the primary advocate for customer-centric practices across departments, fostering collaboration and accountability
- Partner with Sales, Product, and Marketing teams to ensure customer feedback is incorporated into go-to-market strategies and product roadmaps
- Lead cross-functional workshops to align teams on CX priorities and drive cross-departmental improvements
- Key Deliverables:
- A global VoC programme that drives actionable insights and measurable business impact
- Enhanced customer journeys with reduced friction points, leading to improved NPS and retention rates
- Regular reporting to senior leadership, demonstrating CX’s contribution to business growth and client success
- A high-performing CX team that supports enterprise and SMB clients globally
- Success Metrics:
- Improvement in NPS, CSAT, and retention scores across all customer segments
- Increased adoption of VoC insights into strategic decision-making across the organisation
- Reduction in customer pain points and support tickets through proactive CX initiatives
- Positive impact on revenue growth, tied directly to CX improvements
Salary benchmarks
Our take
As payment processing becomes more complex, with a range of providers and products on the market, it can be difficult for companies to determine where they should focus and invest. Nuvei helps businesses to keep ahead of trends in payments, and thus serve their customers better, by providing payment technology and consulting services.
As a payment technology partner, Nuvei has combined its offerings - which include a payments platform and banking-as-a-service - with access to rich expertise in the changing payments space. In doing so, it enables its clients to "capture every payment opportunity that comes their way", so they can extract more revenue and optimize operating costs.
Nuvei's future trajectory takes a bold turn with its 2024 transition to a private entity under the stewardship of Advent International. With an all-cash transaction valuing Nuevei at $6.3B, the move underscores confidence in its industry standing and growth potential.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Dec 2019
$270m
GROWTH EQUITY VC
Jan 2006
$60m
SERIES A
Total funding: $330m
Company benefits
- Centrally located offices
- Generous parental leave policy
- Free yoga classes and subsidized fitness programs
- Career pathing, training and professional development opportunities
- Free monthly catered breakfasts
- Fresh fruit available daily throughout the week
- Birthday and work anniversary recognition
- Work-from-home opportunities
Company HQ
Downtown Montreal, Montreal, QC
Leadership
Philip Fayer
(Chairman & CEO, not founder)Previously the President and CEO of Pivotal Payments.
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