The opportunity
We're responsible for delivering a merchant experience that's both compliant and seamless — one that keeps merchants satisfied and engaged, while finding smarter, more efficient ways to serve them at lower cost.
What you'll do
Own end-to-end payment process design: map, document, and continuously improve all Payment-related processes (including COO and COBD), defining clear success metrics to ensure they run efficiently and deliver a positive partner experience.
Shape partner-facing policy: partner with Commercial, Legal, Policy, and Care teams to define and maintain transparent partner policies, leading non-regulatory policy design and providing the partner perspective on regulatory matters.
Drive performance and continuous improvement: monitor key metrics across partner-facing processes, identify improvement opportunities through data analysis, and build roadmaps with clear business cases for change.
Lead go-to-market for change initiatives — project manage the rollout of: policy and process changes, working cross-functionally on communications and training, leading frontline change management, and reviewing post-launch performance to course-correct as needed. Requirements
Project & change management experience: a proven ability to manage multiple stakeholders across Commercial and other functions simultaneously, with a practical toolkit for guiding individuals and teams through change
Strong process design skills: comfortable mapping end-to-end processes, spotting inefficiencies, and building compelling cases for change
What they're looking for
- Sharp problem-solving and strategic thinking: able to cut through surface-level observations to identify root causes, prioritise effectively, and generate thoughtful, well-reasoned recommendations
- Solid business acumen: a clear understanding of the business model and customers, with the judgement to make sound trade-offs within projects
- Excellent communication and stakeholder influence: proactive, clear, and collaborative, with the ability to document and present ideas confidently to varied audiences
- A natural collaborator: a team player who works effectively across functions and can navigate or resolve misalignment between teams
