Head of Process Transformation & Customer Excellence

The opportunity

Worldline is accelerating how it transforms, and this role is where that ambition gets delivered. As Head of Transformation Programmes & Process Acceleration, you will take ownership of how the Group moves from strategic intent to measurable execution — leading a portfolio of transformation programmes that cut across business units, functions, and geographies. You will drive process acceleration at scale, embed a customer-led lens into every transformation decision, and extend transformation thinking into how we source and manage third parties. This is a role for someone who wants to own the engine room of change: setting the pace, removing friction, and making sure every programme lands real, quantified impact — not just activity. If you thrive on driving speed and rigor into complex organisations, connecting the dots between customer signal and operational redesign, and leading transformation at true group scale, this is your next chapter.

Day-to-day responsibilities

Lead and Accelerate Transformation Programmes

• Own the Group's transformation programme portfolio end-to-end, ensuring pace, prioritisation, and delivery discipline across all business units.


• Build and run governance that tracks value realisation, resolves cross-functional blockers, and keeps programmes on time and on benefit.


• Act as the escalation point and accelerator for stalled or underperforming initiatives, bringing structure and momentum where needed.
  
  

Drive Process Transformation and Acceleration

• Own the Group's end-to-end process architecture and lead its ongoing simplification, redesign, and acceleration.


• Deploy a consistent transformation methodology across all business units through structured, measurable improvement cycles.


• Lead Lean and Six Sigma initiatives delivering quantified, Finance-validated cost and cycle-time benefits, with a bias toward speed of execution.
  
  

Voice of the Customer and Customer-Led Transformation

• Own the Group's Voice of the Customer and complaints frameworks, converting customer feedback into prioritised, tracked transformation initiatives.


• Ensure customer insight directly shapes programme roadmaps, process redesign priorities, and success metrics.


• Partner with commercial and operational teams to close the loop between what customers experience and what the organisation changes.

Who are we looking for

We look for big thinkers. People who can drive positive change, step up and show what's next — people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• 12+ years leading transformation programmes or process acceleration within a large, complex international organisation.


• Proven track record running multi-workstream transformation portfolios with quantified, defensible business impact.


• Experience deploying a methodology or operating standard company-wide, beyond running individual improvement projects.


• Strong background turning Voice of the Customer and complaints data into prioritised, measurable transformation action.


• Experience driving transformation within sourcing, procurement, or third-party management environments.


• Lean Six Sigma Black Belt certification; Master Black Belt or equivalent programme leadership credentials strongly preferred.


• Fluent English required; comfortable influencing executives and operators across a matrixed, multi-country organisation.

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Perks & Benefits

At Worldline you'll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:
•    Hybrid working arrangements
•    Competitive salary and performance-related bonus
•    Health and wellbeing programmes
•    Learning and development opportunities, including access to global training platforms
•    Career growth within an international, multicultural environment
•    Employee share plan and additional local benefits (as applicable)