Customer Excellence Senior Analyst - Xpro (Fintech)

TL;DR

Customer Excellence Senior Analyst - Xpro (Fintech): Driving greater operational efficiency and delivering exceptional customer experiences by leading projects that integrate process analysis and improvements. With an accent on optimizing CX operations and conducting in-depth data analysis. Focus on designing practical strategies to eliminate inefficiencies, improving customer satisfaction, and fostering interdepartmental collaboration.

Location: Hybrid (2-3 days/week) in office. Must be based in or near Bogotá, Colombia.

Company

Nu is one of the largest digital financial platforms in the world, with more than 122 million customers across Brazil, Mexico, and Colombia, aiming to redefine financial services in Latin America.

What you will do

• Manage and execute projects focused on optimizing Customer Experience (CX) operations.
• Conduct in-depth data analysis to identify trends and opportunities, utilizing tools such as SQL and Python.
• Design practical strategies to eliminate inefficiencies and optimize operational processes.
• Establish strong relationships with internal stakeholders to promote cross-departmental alignment.
• Mobilize action plans for continuous improvement of TNPS indicators for CX and Collections processes.
• Conduct independent root cause analyses of critical and neutral customers, providing practical recommendations.

Requirements

• Bachelor's degree in Business Administration, Engineering, Information Systems, or a related field.
• Demonstrable proficiency in data visualization tools and advanced analytics.
• Experience leading moderately complex projects with measurable impact on customer experience and operational efficiency.
• Experience in TNPS management.
• Strong problem-solving skills and the ability to design innovative solutions.
• English: Intermediate level required.
• Must be living in or near Bogotá, Colombia and be available to spend 2-3 days a week at BPOS and collection agencies.

Culture & Benefits

• Hybrid work model requiring 2-3 days/week in the office for team connection and collaboration.
• Opportunity to earn equity at Nu.
• Extended maternity and paternity leaves.
• Health and life insurance.
• Access to NuCare (mental health and wellness assistance program).
• Access to Nucleo (learning platform) and NuLanguage (language learning program).
• 15 workdays of vacation.
• Gym partnership.
• Work-from-home allowance.
• Parental Consultancy.