CX Specialist

About the team

To build a strong and diverse team is one of our most precious values, therefore your work will be decisive for our success in developing the Customer Experience Chapter.

You will help us to implement the customer excellence structure and be part of the construction of an amazing company that is bringing a financial revolution to Mexico.

Nubank's values and culture, as well as putting our Leadership principles into practice.

Context

In 2 years we have almost tripled the number of customers (6 MM) and with the launch of Cuenta Nu in May 2023 we forecast to accelerate customer growth in the coming quarters. This is only the beginning of our journey in Mexico and we still have many challenges with new product launches and new features. With this we have a big challenge and we are upgrading our structure to support the launch of new products and also to be an operation more focused on the customer journey and responsible for maintaining the same levels of quality, SLAs while significantly increasing the number of customers.

About the role

This position will be responsible for HC | Planning and Control, BPOs Management and Content Management.

HC | Planning and Control

• Control the service operation workforce combining Efficiency and Service Level.
• Operation sizing;
• Crisis management with SLA impact;
• Real-Time monitoring of the operation with a focus on solving adhesion and incoming anomalies (Control Desk);
• Identification of chronic anomalies in the operation;
• Monitoring and acting on deviations in productivity metrics;
• Monitoring and acting on deviations in adherence metrics;
• Monitoring and acting on deviations in the incoming forecast;

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.

• Ensuring that BPOs' Governance is being performed properly;
• Ensuring that BPOs' performance rituals are carried out in accordance with BPO governance;
• Identify opportunities for improvement in performance indicators;
• Identify opportunities for improvement of Squad processes and tools that may impact the performance of BPOs;
• Make sure BPO is fully aligned with NU processes;
• Ensure BPO is constantly up to date and trained in the latest knowledge;

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.

Weduka / Macros

• Content creation and curation;
• Ensure content accessibility;
• Correlate the use of macros to customer experience metrics;
• Identify opportunities to create/review macros in order to make service more efficient (time spent) and effective (quality, HSAT);

FAQ / Auto-Reply:

• Ensure the best weight and keyword structures (FAQs);
• Monitor Deflection and Positive Feedback performance;
• Identify deflection opportunities with AR;
• Coordinate the implementation of new ARs and improvements with A/B testing;
• Monitor deflection and MSAT performance;

Preferred Qualification

• 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;

*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 it’s 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 Nu’s offices are located, considering their country of hire. More details can be shared during your hiring process.