Customer Experience Specialist

hace 2 días


Xico, México Nubank A tiempo completo

About Nubank
Nubank is a pioneering digital banking platform that has revolutionized the way people interact with money in Latin America. Founded in 2013, the company has grown rapidly, expanding its operations to Brazil, Mexico, and Colombia. Nubank's mission is to provide innovative financial solutions that empower individuals and businesses to achieve their goals.

About the Team
We're a diverse and dynamic team of professionals who are passionate about delivering exceptional customer experiences. As a CX Specialist, you'll play a critical role in shaping our customer experience strategy and driving business growth. You'll work closely with cross-functional teams to identify opportunities for improvement and develop solutions that meet our customers' evolving needs.

About the Role
This is a unique opportunity to join a fast-paced and innovative team as a CX Specialist. You'll be responsible for planning and controlling headcount, managing BPOs, and ensuring quality governance. You'll also work on content management, process improvements, and customer journey mapping. If you're a detail-oriented and analytical professional with excellent communication skills, we'd love to hear from you.

Responsibilities
1. HC Planning and Control
Develop and implement effective headcount planning and control strategies to ensure optimal resource allocation and service level delivery. Monitor and analyze workforce management metrics to identify areas for improvement.

2. BPO Management
Oversee BPO results and identify opportunities to increase outsourcing, unblock technical blockers, and drive improvement. Collaborate with cross-functional teams to ensure seamless integration and delivery of high-quality services.

3. Quality Governance
Develop and implement quality governance frameworks to ensure compliance with Nubank's standards and regulatory requirements. Identify and address quality issues promptly to maintain high levels of customer satisfaction.

Requirements
We're looking for a highly motivated and detail-oriented professional with excellent communication and analytical skills. If you have experience in customer experience, workforce management, or BPO management, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information].



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