CX Enablement Lead: AI-Powered Training & Ops Excellence

Nubank; Bogotá ciudad; Híbrido; COP 120.000.000 - 240.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity

Extended leaves

Health insurance

Mental health program

Learning platform access

Language learning program

15 days vacation

Gym partnership

Work-from-home allowance

Relocation assistance

Descripción de la vacante

Nubank in Bogotá seeks a senior leader to own CX Academy and capabilities, defining the training strategy for Colombia’s entire Customer Experience operation and governing content produced by AI tools. You will lead a team of CX Academy specialists, align with Nu's global Training and Content workstreams, and push improvements in tNPS, quality and operational efficiency across enablement programs.

This role is strategic for scale, working with cross-market teams and operators on the floor to

Formación

• Proven track record of leading teams and giving feedback.
• Diagnosing systemic problems and redesigning end-to-end processes.
• Ability to learn new operations quickly with cross-functional stakeholders.
• Leading through influence with data, not escalation.
• Comfort using AI in daily workflow with sound judgment.
• 5+ years in operations, strategy, or training.
• English proficiency at B2+; ~30% time in English.

Responsabilidades

• Own the end-to-end learning strategy, roadmap, and tech stack for CX Colombia.
• Govern the use of Nu's AI content tools to ensure quality and speed.
• Lead a team of CX Academy specialists and set training standards.
• Represent Colombia in Nu's global Training and Content workstreams.
• Audit and align BPO training teams to Nu's standards on the floor.
• Drive accountability for tNPS, quality, and operational efficiency.
• Partner with squads to identify enablement gaps and redesign processes.

Conocimientos

Team leadership

Process redesign

Operational excellence

AI tools

Stakeholder management

Bilingual English/Spanish

Descripción del empleo

Nubank in Bogotá seeks a senior leader to own CX Academy and capabilities, defining the training strategy for Colombia’s entire Customer Experience operation and governing content produced by AI tools. You will lead a team of CX Academy specialists, align with Nu's global Training and Content workstreams, and push improvements in tNPS, quality and operational efficiency across enablement programs.

This role is strategic for scale, working with cross-market teams and operators on the floor to