.**About the team**You will have the opportunity to help reinforce Nubank's culture in Mexico, by setting the strategy and leading a team to execute on our mission of delighting and assisting our customers, helping the local team to continuously improve the customer journey and being part of the construction of an amazing local company that will bring a financial revolution in Mexico.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 in MexicoXmanager leads by example, abiding to Nubank's values and culture, as well as putting our Leadership principles into practice.**Context**It is only the beginning of Nubank's journey in Mexico, we still have many challenges within our roadmap and customer experience is one of them. In the following months, we are expecting new product launches and continuous customers' growth that requires us to build a stronger and more diverse team. With this we are upgrading our structure to support the launch of new products and focus excessively on improving the customer journey while increasing the % of outsourcing.**About the role**This position will be responsible for Quality/Hsat Governance, Contact Rate/FAQ/AR Governance and Headcount Planning/Training Governance.**Quality / Hsat Governance**: Determines the Quality targets and tools, ensuring that squads' teams follow the expected requirements and drive experience improvements in product, process, and team performance.- Disseminate best practices among squads.- Ensure tools and clear alignment of objectives.- Ensures that minimums are clear for teams through communication and content management; - Analysis of "Poor Service - Score 1" and run feedback loop of HSAT (BU Level)Preparation of management reports comparing Quality/Hsat targets and actual. Provide visibility of main squads with opportunities.**Contact Rate / FAQ /AR**:Reducing structural customer demand for support- Framework to Diagnosis Opportunities to Reduce CR: Provide visibility and gains on key opportunities to reduce contact rate on processes and products, providing strategic insights for the squad Proactive CX and Ops Mngt Xmanagers to proactively act on CR reduction.- Create FAQ governance and ensure squads are following. Important points of governance:- FAQ Deflection Rate (%)- FAQ Topic Feedback: Positive feedbacks (%)- FAQ Coverage: # of contact reasons with a FAQ related (%)- Create AR governance and ensure squads are following. Important points of governance:- AR satisfaction (MSAT 4+5) (%)AR Deflection (%)**Training Governance**:Responsible for Training methodologies and tools.- Disseminate best practices among squads