Customer Excellence Coordinator

About Nubank

Nubank is one of the world's largest digital financial services platforms, with around 54 million customers in Brazil, Mexico and Colombia. As one of the world's leading technology companies, Nubank leverages its technology and innovation to create new financial solutions for individuals and SMEs that are simple, intuitive, convenient, low-cost and human. Guided by its mission to fight complexity and empower people, Nubank is advancing access to financial services in Latin America, connecting profit and purpose to create value and positively impact the communities in which it operates. For more information, visit www.nu.com.co

Our Customer Experience team

We are building a community of fanatical customers, and we do that by providing outstanding customer experience to everyone. Everything we do has our clients in the center of it - from the way we design our products to how we handle every customer interaction. We are building meaningful relationships with each of our clients, and that's why millions of Latin Americans love us.

You can read more about it in our blog and get some insights into how we work.

About the Role

This role is responsible for leadership across internal operations, stakeholder engagement, and data-driven decision-making, with a specific focus on Internal & External CX Operations Management, Data & Performance Analysis, and Team Development.

As a Customer Excellence Coordinator , you'll be expected to:

• Oversee operational indicators for internal service teams, identifying performance gaps and driving projects.
• Manage real-time operations to ensure business continuity and short-term performance optimization.
• Develop and manage operational datasets, KPIs, and OKRs.
• Maintain Customer Experience (CX) data, transforming it into actionable insights.
• Manage, train, and develop the team (Xforces), fostering alignment with action plans.
• Ensure team engagement and motivation, building a robust succession pipeline.
• Create roadmaps for CX improvements in your business segment to enhance business outcomes.

We are looking for a Customer Excellence Coordinator who has:

• Bachelor’s Degree
• Advanced English Level
• Great communication, enjoys engaging in discussions with people with different backgrounds and from different cultures
• Expertise in leadership, decision-making, and risk management.
• Experience with tools such as SQL, Lean Six Sigma, and spreadsheets.
• Proven ability to negotiate and influence stakeholders.
• Time management skills and operational metrics management experience.
• Experience creating and maintaining operational models.

The position is based in Bogotá, Colombia. 

Core Benefits:

• Equity at Nubank
• Health insurance
• Vacations of 15 workdays
• NuLanguage - Language learning program
• Parental leaves

Diversity & Inclusion at Nubank

We want to have a product for everyone, and we build strong and diverse teams that rise to the challenge. We are a team of the most creative people in technology, and we hire under equal opportunity, irrespective of gender, ethnicity, religion, sexual orientation, or background. We are proud to say that 30% of Nubankers recognize themselves as part of the LGBTQ+ community, and 40% of our team comprises women in all positions and seniority levels. We are a very process-light organization that values human interactions, and that is an essential part of our culture. At Nubank, everyone has the opportunity to speak up and participate, grow, and share ideas.

Nubank continues to hire for all open roles, all interviewing and onboarding is done virtually. Everyone new to the team and our current staff will be working from home for 7-8 weeks and 1 at the office (Bogotá).