Customer Excellence Senior Analyst

Customer Excellence Senior Analyst - Xpert Colombia Colombia, Bogota 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 About the role: Be part of Nu’s next chapter. We are looking for committed individuals to start off CX in the global expansion of Nu. Work in a very dynamic team developing in a highly-changing environment laser-focused on customer fanaticism. We’re looking for experienced, tenured people, passionate to take on new challenges. As part of this team, you'll be the driving force behind our customer experience in a completely new global project. Your job is to ensure to deliver mind blowingly great support owning everything from customer service and guaranteeing operational excellence through process management and effective training to leveraging customer feedback for actionable business insights and new product launches. In this dynamic role, you’ll be in charge of directly supporting customers, monitor and report CX metrics, implement action plans to improve metrics, coaching new hires, and seamlessly change between various support squads and roles as we build our entrance in a new country. You’ll be responsible for: Monitor and execute first and second level service (chat/email/backoffice, phone), when necessary, seeking results according to CX metrics and ensuring the best experience for Nubank customers in our supported languages Manage CX knowledge base and training processes to guarantee team members know how to deal with different cases, especially difficult ones, and how to elevate when necessary Identify improvements and opportunities and alert stakeholders (headcount inputs, training inputs, people, etc) Coordinate local actions with organizational and horizontal initiatives that involve the Xpeer team Guarantee all customer excellence processes mapped, available and updated (at the squad level) We are looking for a person who has: Studying or have a professional degree 2 or 3 years of experience working in operations and customer service Languages: Fluent in English- Mandatory (written and spoken) and Portuguese proficiency (written and spoken) is a plus. English skills will be evaluated during the hiring process Data-driven, analytical and multi-tasking skills Great people skills - good listeners, and enjoy engaging in discussions with people from different backgrounds and are willing to go beyond and enchant customers This position is based in Bogotá, Colombia 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 Vacations of 15 workdays Work-from-home Allowance Parental Consultancy 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. #J-18808-Ljbffr