Customer Experience Specialist

About Us

Nu was born in 2013 with the mission to fight complexity to empower people in their daily lives by reinventing financial services. We are one of the world’s largest digital banking platforms, serving millions of customers across Brazil, Mexico, and Colombia. For more information, visit our institutional page https://international.nubank.com.br/careers/

About the role: 
As a CX Specialist – IC5, you will play a pivotal role in shaping the strategic landscape of customer experience within the CX Optimization team. You will spearhead initiatives that are critical to the CX Organization, leveraging advanced analytical capabilities and strategic insight to redefine excellence in customer experience.

As a Customer Experience Specialist you'll be expected to:

• Strategic Initiative Leadership: Lead the conceptualization, planning, execution, and optimization of high-impact CX initiatives. Develop strategies that enhance customer satisfaction and operational efficiency, aligned with organizational priorities.
• Advanced Analytics and Insight Generation: Implement advanced data methodologies, to generate insights that drive strategic decisions and innovation.
• Knowledge and Content Strategy Oversight: Guide the development and enhancement of content and knowledge management systems to improve Xpeer/Xtronaut efficiency and customer experience. Ensure content accessibility and relevance align with evolving customer expectations.
• Comprehensive Performance Monitoring: Establish and oversee a robust framework for tracking performance metrics across CX operations. Use insights to continuously adapt and refine strategies to achieve and surpass service level targets.

We are looking for a Customer Experience Specialist -  who has:

• Degree in Business Administration, Engineering, Data Science, or a related field.
• Experience leading strategic, cross-functional CX projects.
• Proficiency in big data technologies and advanced analytics.
• Strong leadership and communication skills, with the capability to influence strategic direction at the leadership level.

The position is based in Bogotá, Colombia.

Core Benefits:

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

Diversity and Inclusion at Nu

We want to build products and experiences for everyone who wants to take back control over their finances, that’s why we build strong and diverse teams that rise up 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 our team recognize themselves as part of the LGBTQ+ community, and 40% of our team identify as women, in all positions and seniority levels. We are a very process-light organization that values human interactions, and that is a very important part of our culture. At nu, 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).