1. Overall expectations for Customer Experience Lead at Nubank

  • Develops action plans and implements them according to what was defined in order to improve his/her own metrics, others' or squads'. Proposes new methodologies and metrics, when necessary.
  • Be up-to-date and escalate third-level doubts about the regulatory aspects and regulatory risks related to products, operation, and service activities (including relationships with vendors).
  • Participates in the planning and strategy and ensures implementation, monitoring, and achievement of OKRs, including the process from start to finish to justify cases of non-achievement.
  • Effectively influences to gain the support of multiple stakeholders in individual or group settings and brings strategic inputs to stakeholders in order to collaborate to squad goals.
  • Communicate the outcomes/insights to various stakeholders to aid strategic decisions for improvements in support experience for all customers.
  • Triages complex issues and articulates recommended solution(s) in a concise and succinct manner.
  • Can transmit knowledge in a didactic way and engage the audience when presenting a message for the squad/BU.
  • Communicates decisions and aligns expectations and priorities to ensure resources and people are allocated on higher impact areas/tasks and are in line with long term vision.
  • Takes the lead in new initiatives, seeking new solutions, and connecting Nubank with best practices in the market. 
  • Recognizes the team’s efforts, potentializes their strengths, and knows how to combine different competencies to have a diverse and strong team. 
  • Creates opportunities for the team to learn from each other, sharing expertise, and establishes routines and rituals to help them build relationships and work effectively together/with other teams.
  • Effectively manages up and is able to recognize when it's time to escalate and engage senior leaders in decision-making.
  • Guarantees that projects and processes are well aligned with the goals previously set by the squad (such as OKRs) and ensure the project is integrated and consistent with other projects
  • Defines scopes, timelines, cost, targets, and expected quality for the project/process. Is able to manage risks and different scenarios, leading medium and high complexity projects with different stakeholders. 

2. Role main expectations:

  • Management of the Xforces, ensuring their communication and alignment within the action plans
  • Management of the operational indicators of all partners, identifying gaps and needs of projects in a cross way
  • Lead the development of roadmaps to be implemented in the partners, communicating and involving the appropriate stakeholders
  • Lead communication and work with stakeholders, influencing the team to achieve the objectives related to partners
  • Ensure compliance with partners' action plans and goals
  • Ensuring the engagement and motivation of the team, as well as their development, the construction of the succession pipeline

3. Specific knowledge and abilities

  • English level needed: Advanced
    • All Collections' documents must be in English
    • All presentations to Collections BU (including BU Weekly) must be in English
    • We have some meetings in English

  • Specific tools the Xplead will need in this team:
    • Domain analysis and problem solving methodologies
    • Leadership of multidisciplinary teams
    • Ability to make decisions and take/measure risks
    • Spreadsheet, Datasets, Lean Six Sigma

  • Specific previous experience needed:
    • Ability to negotiate and influence
    • Time management
    • Experience in managing operations metrics

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