Customer Excellence Manager

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.

Listed on the New York Stock Exchange (NYSE: NU), we combine proprietary technology, data intelligence, and an efficient operating model to deliver financial products that are simple, accessible, and human.Our impact has been recognized by global rankings such as Time 100 Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Bank. Visit our institutional page https://international.nubank.com.br/careers/ 

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 operational risks, and scale CX best practices.

We are looking for a Customer Excellence Coordinator who has:

• Bachelor’s Degree
• Advanced English Level
• Strong communication skills and the ability to collaborate with stakeholders from diverse backgrounds and cultures.
• Solid leadership, decision-making, and risk management capabilities.
• Experience with analytical and operational tools such as SQL, Lean Six Sigma, and advanced spreadsheets.
• Proven ability to negotiate and influence stakeholders.
• Time management skills and operational metrics management experience.
• Experience building, maintaining, and improving operational models to support decision-making.

Our Benefits

• Chance of earning equity at Nu
• Extended maternity and paternity leaves 
• Health and life insurance 
• NuCare - Our mental health and wellness assistance program
• Nucleo - Our learning platform of courses
• NuLanguage - Our language learning program
• Vacations of 15 workdays
• Gym partnership
• Work-from-home Allowance
• Parental Consultancy
• Relocation Assistance Package, if applicable

Work Model for this Role

Hybrid 1week/cycle: Our hybrid work model brings us to the office for one week every cycle, which may vary between one and three months. For more details, visit https://building.nubank.com/nu-hybrid-work-model/ 

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