As  Supervisor Customer Experience | Learning and Development, your focus is leading the CX training to create and deliver successful learning and development initiatives while inspiring a dynamic culture of learning and growth at Nubank and contributing to increasing the satisfaction of our clients and the quality of our services in CX. 

Role Requirements

  • Experience leading training teams and in leading development programs
  • Experience managing a suite of learning and development solutions (programs and resources) offered to a geographically dispersed audience
  • Experience in dealing with different levels of  stakeholders and offer insights to collaborate on their jobs
  • Experience in analysing the correlation among different operational and training KPIs and how one can affect the other
  • Strong analytical skills (SQL will be a differentiating factor)
  • Familiarity with Agile Methodologies will be a differentiating factor
  • Have strong content development skills, including the ability to build visually appealing presentations using google slides.
  • Feels comfortable and has experience in frequently communicating, writing documentation, and delivering presentations in English and Portuguese, with a clear communication flow 
  • Are open-minded, agile, have a growth-mindset, and have strong interpersonal skills
  • Strong time management, prioritization and adaptability skills
  • Are passionate about technology and learning.

Activities

  • Is responsible for creating, updating, and documenting existing processes and new ones.
  • Track and report on key metrics to measure effectiveness and impact of the training solutions.
  • Identify and address training opportunities: Assess CX needs to identify skill gaps, incorporate the learning styles, needs and preferences of the end-user audience, and propose a blend of learning and development solution recommendations that balance speed, efficiency, and business impact. 
  • Monitor and improve post-training performance: Collect ongoing feedback to improve learning experiences, solutions and programs and translate those findings into continuous improvement initiatives.
  • Implement, measure and maintain updated onboardings, ongoing and development programs
  • Define the number of trainers necessary according to demand
  • Coordinate the training area in the squad for CX, create and manage a training agenda for CX
  • Create strategic training projects focusing on better results for the squad
  • Manage training stakeholders of the squad. Constant alignment with stakeholders to obtain training inputs
  • Create relationship with stakeholders and influence on decision making; create and share the quantitative and qualitative analyses that could give insights to product/process teams
  • Analyze root causes for changes in KPIs.
  • Management of the direct reports, ensuring their communication and alignment within the action plans)
  • Ensuring the engagement and motivation of the team, as well as their development

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