About the job
About Us
Nu is a leading digital financial platform globally, serving over 122 million customers across Brazil, Mexico, and Colombia. We are committed to simplifying financial services and empowering individuals, and we are just getting started on our journey towards a brighter, more inclusive future.
As a publicly traded company on the New York Stock Exchange (NYSE: NU), we leverage innovative technology, data intelligence, and a streamlined operational model to offer financial products that are accessible, user-friendly, and human-centered.
Our achievements have been recognized by prestigious global rankings, including Time 100 Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Bank. To learn more about us, visit our institutional page here.
About the Role
The XPRO role is pivotal in enhancing operational efficiency and delivering outstanding customer experiences within our Customer Experience (CX) Optimization team. You will spearhead projects that analyze and improve processes, directly impacting our customer satisfaction.
Your Responsibilities Include:
- Project Management: Oversee and execute projects aimed at optimizing CX operations, employing project management best practices to ensure timely delivery while aligning with strategic goals.
- Data Analysis: Perform comprehensive data analysis to uncover critical trends, discrepancies, and areas for enhancement. Utilize tools like SQL and Python to create insightful dashboards and reports that inform business strategies.
- Process Improvement: Develop actionable strategies to eliminate inefficiencies and streamline operations, enhancing customer satisfaction and operational performance.
- Collaboration: Build strong partnerships with internal stakeholders to foster cross-departmental alignment, ensuring project outcomes meet organizational objectives and encourage stakeholder participation.
- Initiative Development: Implement action plans focused on continuous improvement of TNPS indicators for customer experience and collections processes, as well as prepare internal and external reports related to TNPS.
- Conduct independent root cause analyses of customer feedback, providing actionable recommendations to address operational challenges.

