Customer Excellence Coordinator - XPlead

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/  

Our Customer Excellence 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.

We are always looking for the most innovative and creative professionals out there. If you are tired of bumping into the same solutions for old problems, we might as well be the next step of your career.

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

As Customer Excellence Coordinator - XPlead, you're expected to:

• Lead HC Planning, maintaining and improving the work force management system to reach an optimal efficiency
• Monitor the operation in real time to take decisions in the short-term to improve the operation and be able to run critical situations into business continuity
• Improve the real time monitoring via automations
• Management and alignment of the WFM team, ensuring their communication and alignment within the action plans
• Lead the development of roadmaps to be implemented in the whole WFM ecosystem
• Create relationships with global stakeholders to be part of the conversation to develop a robust WFM Global Ecosystem
• Ensuring the engagement and motivation of the team, as well as their development, the construction of the succession pipeline

We are looking for a person who has:

• Bachelor's degree
• at least experience in similar positions:  managing WFM process (mandatory)
• English level needed: Advanced
• Domain analysis and problem solving methodologies
• Leadership of multidisciplinary teams
• Ability to make decisions and take/measure risks
• Ability to negotiate and influence
• Spreadsheet, Datasets, Lean Six Sigma
• SQL ( Python is a plus)

The position is based in Bogotá, Colombia

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 1week/cycle: Our hybrid work model brings us to the office for one week every cycle, which may vary between one and three months. For more details, visit https://building.nubank.com/nu-hybrid-work-model/