Customer Experience Specialist
hace 4 semanas
About the Team
Nubank's values and culture are built around building a strong and diverse team, which is crucial for our success in developing the Customer Experience Chapter.
As a Customer Experience Specialist, you will help us implement the customer excellence structure and be part of the construction of an amazing company that is bringing a financial revolution to Mexico.
Our team is focused on delivering exceptional customer experiences, and we are looking for a skilled professional to join us in this mission.
Key Responsibilities
- HC | Planning and Control: Control the service operation workforce combining Efficiency and Service Level.
- BPOs Management: Manage BPOs and identify opportunities for improvement so that BPOs can grow in a scalable and sustainable way and deliver the best performance according to Nubank's excellence standards.
- Content Management: Promote the systematic improvement of the internal (Weduka and Macros) and external (FAQ and Auto-Reply) content base, aiming at a better experience and autonomy for internal (Agents) and external customers.
Requirements
- English level needed: Advanced
- Specific tools the CX Specialist will need: Communicates with stakeholders to actively contribute to planning sessions; Engages audience when presenting a message, including senior stakeholders; Builds dashboards, creating visualizations and identifying trends and deviations of indicators within temporal variations (historical and future); Is able to generate relevant data based on root cause analysis without close guidance; Understands the BU strategy and uses it to prioritize tasks and projects; Participates in the monitoring and achievement of OKRs and operational KPIs, being able to explain results especially in case of non-achievement; Manages low and medium complexity projects, guaranteeing the agreed delivery timeline, delegating tasks effectively and communicating with all stakeholders; Prioritizes effectively and achieves defined targets, adjusting priorities in response to changing circumstances; Creates documentation needed for projects.
Benefits
- Health and life insurance
- Food card
- 17 days of paid vacation with 25% vacation bonus
- Holiday Bonus ('Aguinaldo') of 30 days of pay per year
- NuCare - Our mental health and wellness assistance program
- NuLanguage - Our language learning program
- Extended maternity and paternity leaves
- Equity at Nubank
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