Sr Xmanager

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 were 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 Companys Most Innovative Companies and Forbes Worlds Best Bank. Visit our institutional page the 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 thats why millions of Latin Americans love us.

Our CX Ops team in Mexico has over 600 Nubankers plus more than 300 in our CX vendors. We are looking for a Senior CX Manager to lead this team.

About the role

The Sr Xmanager will lead and inspire a 300-person frontline team building a culture of fairness accountability and high performance. This role focuses on ensuring smooth day-to-day execution developing strong people leadership practices and establishing the right operational metrics to measure success and drive continuous improvement.

Key Responsibilities

• Build and manage a high-performing culture where every team member feels treated fairly valued and empowered to contribute.
  
  
• Define implement and monitor key operational metrics to ensure efficiency quality and consistency across the team.
  
  
• Guide managers and supervisors in people leadership coaching and performance management fostering an environment of trust and fairness.
  
  
• Establish clear communication channels to keep the team informed engaged and aligned on priorities.
  
  
• Create mechanisms to track operational outcomes analyze trends and proactively solve problems before they escalate.
  
  
• Champion a culture of continuous improvement by identifying process gaps standardizing best practices and driving operational excellence.
  
  
• Promote employee well-being and engagement through fair policies recognition programs and inclusive leadership practices.
  
  
• Ensure compliance with organizational standards risk guidelines and regulatory requirements.
• Raise insights and evidence-based observations to senior stakeholders when recurring customer pain points or inefficiencies in the journey are identified ensuring leadership has visibility into operational gaps and opportunities.

What were looking for

The ideal CX Senior Manager must have:

• Proven leadership track record leading big teams and demonstrated ability to execute in complex fast-paced multi-disciplinary environments
• Strategic and analytical. Employs a data-driven CX approach and isnt afraid to deep-dive on metrics.
• Understands the business levers and develops CX strategies that achieve intended outcomes. Ensures that the chapters vision and strategy supports the main effort of the entire organization.
• Team player. Rolls sleeves up when required and joins the team when hands-on experience is needed. Puts the team first priority and tackles whatever is needed regardless of glamor.
• Mentor. Supports team members and helps them develop and be successful. Empathic and experienced leading employees of all levels of seniority. Wins the teams loyalty and acts as a talent magnet for the organization.
• Exceptional communicator. Able to take complex concepts and make them accessible. Concise and keeps things clear and simple. Communication is the act of conveying information to others. As a director of customer experience you may need to communicate with customers employees and other stakeholders.
• Deep empathy for customers of varying backgrounds.
• Creative. Appreciates a good clean user experience. Successfully worked with designers and brings experience leading product design projects.
• Problem-solving: Problem-solving skills allow you to identify and address issues that affect customers. Per this role you may be responsible for overseeing the resolution of customer complaints. You can use your problem-solving skills to identify the source of the issue and propose a solution that satisfies the customer. You can also use your problem-solving skills to identify and address issues that may arise during the development of a new product.
• English fluency is mandatory.
• Experience with quality management systems such as ISO 6-Sigma Kanban COPC4DX is a plus.

Role Location

• Mexico City Mexico

Reports To

• This position reports to Claudia Navarrete Head of CX

Benefits

• Chance of earning equity at Nu
• Extended maternity and paternity leaves
• Health and life insurance
• Dental and Vision Insurance
• NuCare - Our mental health and wellness assistance program
• Nucleo - Our learning platform of courses
• NuLanguage - Our language learning program
• Holiday Bonus (Aguinaldo) of 30 days of pay per year
• 17 days of paid vacation with 25% vacation bonus
• Gym partnership
• Food card
• 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 Experience:

Manager