Operations Campaign Manager - Customer Experience, Testing & Vendor Management - 12 month contract

Operations Campaign Manager - Customer Experience, Testing & Vendor Management

About the Role

We're working with a global organisation within the payments space, focused on improving how customers experience payments in real-world environments - whether that's tapping in-store, using POS systems, or checking out online.

This role sits within a team responsible for validating that payment journeys work effectively for customers, ensuring strong merchant acceptance, best of breed customer experience and identifying any issues impacting performance.

You'll be responsible for managing structured testing campaigns delivered via an external vendor, reviewing results, and translating findings into actionable insights that improve customer experience.

This is not a marketing role.
It's an operational position focused on delivery, vendor management, and data-driven decision making.

What You'll Be Doing

• Own the end-to-end delivery of testing campaigns that validate real-world payment experiences
• Manage a third-party vendor conducting simulated transactions (eg in-store, contactless, E-commerce)
• Coordinate campaign intake, planning, execution, and stakeholder communication
• Review and interpret testing outputs to identify issues, risks, and opportunities for improvement
• Produce clear, structured reports with insights and recommendations for internal teams
• Work cross-functionally with Operations, Sales, and Implementation teams to drive improvements
• Support validation of new partners, products, and payment journeys to ensure strong customer experience
• Continuously improve processes, reporting, and campaign effectiveness

What We're Looking For

• Experience in operations, program/project management, or customer experience roles
• Proven experience managing third-party vendors or outsourced delivery
• Strong ability to interpret data and translate it into meaningful insights
• Excellent communication and stakeholder management skills
• Highly organised, with the ability to manage multiple initiatives simultaneously
• A proactive mindset with a focus on continuous improvement

Nice to Have (Not Essential)

• Experience in payments, fintech, E-commerce, or other customer-facing transaction environments
• Exposure to testing programmes, UAT coordination, or operational validation

Why Apply?

• Work at the centre of improving real-world customer payment experiences
• High visibility role across multiple business functions
• Blend of operations, analysis, and stakeholder engagement
• Opportunity to influence how payment journeys perform at scale

Important Note

This role focuses on operational campaign delivery, vendor management, and performance analysis.
It is not a marketing or brand campaign position.

If you enjoy working at the intersection of operations, data, and customer experience, and want to play a key role in ensuring payments work seamlessly for customers - we'd love to hear from you.

Role is Inside IR35, hybrid 2 days on site in London