Business Analyst Manager

hace 4 semanas

Mexico City Nubank A tiempo completo
About the team The CX Alliance is a team working on in-app and off-app customer support, from ensuring customers can self-serve themselves in the app, to working on assessing how many agents we need to work with in order to resolve our customers doubts. The BA role in CX Alliance requires an analytical and a fast learning mindset to lead projects to improve our customer experience and scale operations in Mexico Own a variety of projects for customer experience improvement across the different workflows we manage Human support (off-app) - lead analytic driven projects, provide key insights and create an agenda to ensure the best customer experience across all our contact channels Proactive CX (in-app) - lead analytics on self-service initiatives and feature implementations to provide customers with innovative solutions and timely information to ensure the best customer experience. Contribute to the launch of new products in Mexico by driving decision making, sourcing and analyzing the right data and share information in a digestible, easily understandable format 

What are we looking for

Analytical capacity: experience with data analysis and elaboration of hypotheses to understand the business scenario and search for solutions, as well as understanding the reason behind the analyses; Business sense: understanding of risks and opportunities (trade-offs), in addition to the interaction between areas and products; Problem solving: ability to structure solutions to business challenges to achieve better results; Ability to understand how your decisions and work impact our customers' experience, seeking results that align with our purpose; Ease and speed of learning, mainly for tools; Openness to receive feedback and incorporate it into your daily life and development;

Core Benefits

Equity at Nubank Health and life insurance  Food card 17 days of paid vacation 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 

Role Location

Mexico City, Mexico.

Interviewing and onboarding are currently done virtually due to COVID-19. Everyone new to the team and our current staff will remain working from home until it is safe to return to our offices. When its time, we will require a fixed cadence of visiting the office in which employees go to their Business Unit's (BU) base location. Employees will have an employment contract based on the cities that Nus offices are located, considering their country of hire. More details can be shared during your hiring process.

Diversity & Inclusion

At Nubank, we want to be sure that we're building a more diverse and inclusive workplace that reflects the customers we serve and seek to empower. That's why we hire based on equality. We consider gender, ethnicity, race, religion, sexual orientation, and other identity markers as enriching elements to our company while ensuring neither of them represent a barrier when recruiting fantastic talent.

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