About Nubank
Nubank was founded in 2013 to free people from a bureaucratic, slow and inefficient financial system. Since then, through innovative technology and outstanding customer service, the company has been redefining people's relationships with money across Latin America. With operations in Brazil, Mexico, and Colombia, Nubank is today one of the largest digital banking platforms and technology-leading companies in the world.
Today, Nubank is a global company, with offices in São Paulo (Brazil), Mexico City (Mexico), Buenos Aires (Argentina), Bogotá (Colombia), Durham (United States), and Berlin (Germany). It was founded in 2013 in Sao Paulo, by Colombian David Vélez, and cofounded by Brazilian Cristina Junqueira and American Edward Wible. For more information, visit www.nu.com.mx.
Why are Business Analysts (BAs) important to Nubank?
As a company at the forefront of the financial revolution in Brazil, Nubank has experienced exponential growth since its inception. To keep your growth path healthy, numerous critical decisions constantly need to be made. Business Analysts are fundamental in the decision process because they must not only be able to deal with large amounts of information and data, but also always think of ways to improve our clients' experience.
It is BA's responsibility to structure the data, analyze it and use the results to test different solutions with the aim of improving Nubank's efficiency.
We are looking for a Principal or BA Manager who is independent and not afraid to take the initiative to identify and solve problems that are not necessarily obvious.
About the position:
- Define backlog, prioritize activities, own the analytical agenda of a complex initiative and align with multiple groups and stakeholders to deliver a comprehensive solution to key business problems;
- Guide team in research work, focusing on deciding which data makes the most sense to use in each situation. In case the data does not exist, will need to suggest different test options or how to extract the necessary information to answer outstanding questions;
- Influence decisions based on high complexity analysis with a high degree of uncertainty and possible intersections with other areas (engineering, product, etc) with the objective of finding answers and solutions to business situations, comfortable with the process risk taking despite uncertainty;
- Work autonomously with a great volume of information to build a solid database to assist decision making with calculating risks - keeping in mind that not all answers might be found in data and that sometimes not all the ideal data is available;
- Perform extraction, modeling and create visualizations using data using tools (SQL, Python and Scala - with an introduction during the first weeks with us) that contribute to the storytelling of the data analysis;
- Have a good command of the business and how it works, preventing risks and creating sound proposals;
- Opportunity to work in a complex, dynamic and diverse environment, leading projects that impact a large number of customers
About the team
- The CX Alliance is a team working on in-app and off-app customer support, from ensuring customers can self-serve themselves in the app, to working on assessing how many agents we need to work with in order to resolve our customers’ doubts.
- The BA role in CX Alliance requires an analytical and a fast learning mindset to lead projects to improve our customer experience and scale operations in Mexico
- Own a variety of projects for customer experience improvement across the different workflows we manage
- Human support (off-app) - lead analytic driven projects, provide key insights and create an agenda to ensure the best customer experience across all our contact channels
- Proactive CX (in-app) - lead analytics on self-service initiatives and feature implementations to provide customers with innovative solutions and timely information to ensure the best customer experience.
- Contribute to the launch of new products in Mexico by driving decision making, sourcing and analyzing the right data and share information in a digestible, easily understandable format
What are we looking for
- Analytical capacity: experience with data analysis and elaboration of hypotheses to understand the business scenario and search for solutions, as well as understanding the reason behind the analyses;
- Business sense: understanding of risks and opportunities (trade-offs), in addition to the interaction between areas and products;
- Problem solving: ability to structure solutions to business challenges to achieve better results;
- Ability to understand how your decisions and work impact our customers' experience, seeking results that align with our purpose;
- Ease and speed of learning, mainly for tools;
- Openness to receive feedback and incorporate it into your daily life and development;
Core Benefits
- Equity at Nubank
- Health and life insurance
- Food card
- 17 days of paid vacation
- Holiday Bonus ("Aguinaldo") of 30 days of pay per year
- NuCare - Our mental health and wellness assistance program
- NuLanguage - Our language learning program
- Extended maternity and paternity leaves
Role Location
Mexico City, Mexico.
Interviewing and onboarding are currently done virtually due to COVID-19. Everyone new to the team and our current staff will remain working from home until it is safe to return to our offices. When it’s time, we will require a fixed cadence of visiting the office in which employees go to their Business Unit's (BU) base location. Employees will have an employment contract based on the cities that Nu’s offices are located, considering their country of hire. More details can be shared during your hiring process.
Diversity & Inclusion
At Nubank, we want to be sure that we're building a more diverse and inclusive workplace that reflects the customers we serve and seek to empower. That's why we hire based on equality. We consider gender, ethnicity, race, religion, sexual orientation, and other identity markers as enriching elements to our company while ensuring neither of them represent a barrier when recruiting fantastic talent.
