Customer Journey & Process Design Lead (Fintech)

Location: London, England, United Kingdom; Workplace: Hybrid

Company

hirify.global is a global fintech providing modular payment infrastructure, payouts, card issuing, banking, risk, and fraud management services across more than 200 markets.

What you will do

• Design and build a central process and customer-journey architecture, hierarchy, and repository across functions and regions.
• Define documentation standards, templates, process-map conventions, governance, version control, and quality assurance practices.
• Select, implement, and administer process, journey-modelling, and SOP tools such as Lucid or similar platforms.
• Facilitate workshops with teams and senior stakeholders to capture, model, validate, and improve processes and customer journeys.
• Analyze current-state processes, including actors, systems, hand-offs, controls, pain points, waste, and improvement opportunities.
• Build a champion network, establish process and journey ownership, advise on automation and AI use cases, and grow a small team over time.

Requirements

• 10–15 years of experience in process and customer-journey modelling, mapping, and architecture, ideally in a complex, multi-region organization.
• Deep knowledge of operational excellence, Lean, process design and improvement, systems thinking, business architecture, and BPMN.
• Hands-on experience with process and journey documentation tools and pragmatic application of BPMN.
• Experience establishing standards, hierarchies, or a single-source-of-truth repository from scratch and coaching others to adopt them.
• Strong facilitation, communication, influencing, planning, reporting, and risk and issue management skills, including experience working with senior leaders.
• Working knowledge of RPA, Power Automate, Azure, AI, Microsoft Office, Microsoft Copilot, and Cowork; hands-on automation development is not required.

Culture & Benefits

• Private medical coverage.
• 5% matched pension.
• 25 days of annual leave plus bank holidays.
• Employee Assistance Programme and income protection.
• Parental leave.
• Collaborative, inclusive workplace focused on innovation and employee development.

Hiring process

• Application management and candidate shortlisting may use automated tools, including AI.