Customer Excellence Senior Analyst Xpro

Bogotá - Colombia

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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

About the Role

The XPRO role is critical to driving greater operational efficiency and delivering exceptional customer experiences as part of the Customer Experience (CX) Optimization team. You will lead projects that integrate process analysis and improvements directly contributing to excellent CX.

Youll be responsible for:

Project Execution and Management: Independently manage and execute projects focused on optimizing CX operations. Utilize project management methodologies to ensure timely and effective delivery maintaining alignment with strategic objectives.
Data and Insights Analysis: Conduct in-depth data analysis to identify significant trends discrepancies and opportunities for improvement. Use tools such as SQL and Python to develop informative dashboards and reports that drive business decisions.
Operational Process Optimization: Design practical strategies to eliminate inefficiencies and optimize processes improving both customer satisfaction and operational capabilities.
Interdepartmental Collaboration: Establish strong relationships with internal stakeholders to promote cross-departmental alignment ensuring project outcomes align with organizational goals and fostering stakeholder engagement.
Development of Initiatives: Mobilize action plans associated with the continuous improvement of Tnps indicators for agency Cx and Collections processes In addition to preparing internal and external loop reports related to Tnps.
Conduct independent root cause analyses of both critical and neutral customers providing practical recommendations to address operational anomalies.

We are looking for a person who has:

Bachelors degree in Business Administration Engineering Information Systems or a related field.
Demonstrable proficiency in data visualization tools and advanced analytics.
Experience leading moderately complex projects with a measurable impact on customer experience and operational efficiency.
Experience in TNPS management
Strong problem-solving skills and the ability to design innovative solutions to complex problems.
Intermediate English level
Living in or near Bogotá and being available to spend 2-3 days a week at BPOS and collection agencies. This is because this role will manage Collections TNPS holistically.

The position is based in Bogotá Colombia.

Core 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 2-3 times/week: Our hybrid work model brings us to the office at least twice a week on strategic days designed to maximize team connection and collaboration. For more details visit Experience:

Senior IC

About UsNu 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...