Customer Experience Specialist

hace 1 día


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 to become one of the largest and most innovative financial institutions in the region.

About the Role

We are seeking a highly skilled Customer Experience Specialist to join our team in Mexico City. As a key member of our Customer Experience Chapter, you will play a crucial role in implementing customer excellence structures and contributing to the development of our CX strategy.

Key Responsibilities
  1. Headcount Planning and Control: You will be responsible for controlling the service operation workforce, ensuring efficiency and service level alignment. This includes monitoring volumes, defining HC assumptions, and allocating team members.
  2. BPOs Management: You will manage BPO results, identify opportunities for growth, and drive improvement to ensure BPOs deliver the best performance according to Nubank's standards.
  3. Content Management: You will promote the systematic improvement of internal and external content, aiming to provide a better experience for internal and external customers.
  4. Quality Governance: You will ensure quality assurance governance, focusing on process improvements, customer journey, and regulatory compliance.
What We Offer

We offer a competitive compensation package, including Nubank equity, health and life insurance, food card, and extended maternity and paternity leaves. Our team is passionate about innovation and customer satisfaction, and we're committed to creating a positive and inclusive work environment.

The position is based in Mexico City, Mexico, and we're excited to welcome a talented individual to our team who shares our passion for customer experience and innovation.



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