Customer Excellence Senior Analyst - Xpro

About Us

Nu is one of the largest digital financial platforms in the world, with more than 122 million customers across Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America and this is still just the beginning of the purple future we're building.

Listed on the New York Stock Exchange (NYSE: NU), we combine proprietary technology, data intelligence, and an efficient operating model to deliver financial products that are simple, accessible, and human.

Our impact has been recognized by global rankings such as Time 100 Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Bank. Visit our institutional page https://international.nubank.com.br/careers/  

About the Role

The XPRO  role is critical to driving greater operational efficiency and delivering exceptional customer experiences as part of the Customer Experience (CX) Optimization team. You will lead projects that integrate process analysis and improvements, directly contributing to excellent CX.

You'll be responsible for: 

• Project Execution and Management: Independently manage and execute projects focused on optimizing CX operations. Utilize project management methodologies to ensure timely and effective delivery, maintaining alignment with strategic objectives.
• Data and Insights Analysis: Conduct in-depth data analysis to identify significant trends, discrepancies, and opportunities for improvement. Use tools such as SQL and Python to develop informative dashboards and reports that drive business decisions.
• Operational Process Optimization: Design practical strategies to eliminate inefficiencies and optimize processes, improving both customer satisfaction and operational capabilities.
• Interdepartmental Collaboration: Establish strong relationships with internal stakeholders to promote cross-departmental alignment, ensuring project outcomes align with organizational goals and fostering stakeholder engagement.
• Development of Initiatives: Mobilize action plans associated with the continuous improvement of Tnps indicators for agency Cx and Collections processes, In addition to preparing internal and external loop reports related to Tnps.
• Conduct independent root cause analyses of both critical and neutral customers, providing practical recommendations to address operational anomalies.

We are looking for a person who has: 

• Bachelor's degree in Business Administration, Engineering, Information Systems, or a related field.
• Demonstrable proficiency in data visualization tools and advanced analytics.
• Experience leading moderately complex projects with a measurable impact on customer experience and operational efficiency.
• Experience  in TNPS management 
• Strong problem-solving skills and the ability to design innovative solutions to complex problems.
• Intermediate English level
• Living in or near Bogotá and being available to spend 2-3 days a week at BPOS and collection agencies. This is because this role will manage Collections' TNPS holistically.

The position is based in Bogotá, Colombia.

Core Benefits:

• Chance of earning equity at Nu
• Extended maternity and paternity leaves 
• Health and life insurance 
• NuCare - Our mental health and wellness assistance program
• Nucleo - Our learning platform of courses
• NuLanguage - Our language learning program
• Vacations of 15 workdays
• Gym partnership
• Work-from-home Allowance
• Parental Consultancy
• Relocation Assistance Package, if applicable

Work Model for this Role

Hybrid 2-3 times/week: Our hybrid work model brings us to the office at least twice a week, on strategic days designed to maximize team connection and collaboration. For more details, visit https://building.nubank.com/nu-hybrid-work-model/