.To build a strong and diverse team is one of our most precious values, therefore your work will be decisive for our success in developing the Customer Experience Chapter.You will help us to implement the customer excellence structure and be part of the construction of an amazing company that is bringing a financial revolution to Mexico.In 2 years we have almost tripled the number of customers (6 MM) and with the launch of Cuenta Nu in May 2023 we forecast to accelerate customer growth in the coming quarters. This is only the beginning of our journey in Mexico and we still have many challenges with new product launches and new features. With this we have a big challenge and we are upgrading our structure to support the launch of new products and also to be an operation more focused on the customer journey and responsible for maintaining the same levels of quality, SLAs while significantly increasing the number of customers.About the roleThis position will be responsible for HC | Planning and Control, BPOs Management and Content Management.HC | Planning and ControlControl the service operation workforce combining Efficiency and Service Level.Crisis management with SLA impactReal-Time monitoring of the operation with a focus on solving adhesion and incoming anomalies. (Control Desk)Identification of chronic anomalies in the operation; Monitoring and acting on deviations in productivity metrics; Monitoring and acting on deviations in adherence metrics; Monitoring and acting on deviations in the incoming forecast; BPOs ManagementManage BPOs and identify opportunities for improvement so that BPOs can grow in a scalable and sustainable way and deliver the best performance according to Nubank's excellence standards.Ensuring that BPOs' Governance is being performed properlyEnsuring that BPOs' performance rituals are carried out in accordance with BPO governanceIdentify opportunities for improvement in performance indicatorsIdentify opportunities for improvement of Squad processes and tools that may impact the performance of BPOsMake sure BPO is fully aligned with NU processesEnsure BPO is constantly up to date and trained in the latest knowledgeContent ManagementPromote the systematic improvement of the internal (Weduka and Macros) and external (FAQ and Auto-Reply) content base, aiming at a better experience and autonomy for internal (Agents) and external customers.Content creation and curation; Ensure content accessibilityCorrelate the use of macros to customer experience metrics; Identify opportunities to create/review macros in order to make service more efficient (time spent) and effective (quality, HSAT).Ensure the best weight and keyword structures (FAQs); Monitor Deflection and Positive Feedback performanceIdentify deflection opportunities with ARCoordinate the implementation of new ARs and improvements with A/B testing; Monitor deflection and MSAT performance