Postúlate en Kit Empleo: kitempleo.com.co/empleo/1az9oi
About Us:
Nu is one of the largest digital financial platforms in the world, with more than 127 million customers across Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America and this is still just the beginning of the purple future we're building.
Our Customer Experience team
We are building a community of fanatical customers, and we do that by providing outstanding customer experience to everyone. Everything we do has our clients in the center of it - from the way we design our products to how we handle every customer interaction. We are building meaningful relationships with each of our clients, and that's why millions of Latin Americans love us.
You can read more about it in our blog and get some insights into how we work.
About the Role
This role is responsible for leadership across internal operations, stakeholder engagement, and data-driven decision-making, with a specific focus on Internal & External CX Operations Management, Data & Performance Analysis, and Team Development.
As a Customer Excellence Coordinator, you'll be expected to:
- Oversee operational performance across internal service teams, identifying performance gaps and leading improvement initiatives.
- Manage real-time operations to ensure business continuity and short-term performance optimization.
- Develop and manage operational datasets, KPIs, and OKRs.
- Translate Customer Experience (CX) data into actionable insights that improve both customer and business outcomes.
- Lead, train, and develop the team (Xforces), ensuring alignment with operational priorities and improvement plans.
- Foster team engagement and motivation while building a strong succession and talent development pipeline.
- Create roadmaps for CX improvements in your business segment to enhance business outcomes.
- Partner cross-functionally with Product, Operations, and other stakeholders to identify opportunities, address ope
Postúlate en Kit Empleo: kitempleo.com.co/empleo/1az9oi