Nu serves more than 140 million customers, guided by a mission to fight complexity and empower people. The company has been leading an industry transformation through innovative products and human-centered services.
Proprietary technology and data at scale power Nu’s digital platform, built to promote financial access, advancement, and transparency. Its business model thrives on customer love and lower costs, feeding a flywheel of growth and profitability.
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As Senior Staff of Segment Management, you will lead the customer analytics and segment strategy work for one customer segment: understanding what these customers need, shaping what Nubank should do about it, and supporting the execution of customer lifecycle programs.
Be the guardian of the segment’s value proposition: make sure the strategy stays aligned with it and influence other teams, including global BUs, to move in the same direction;
Lead the analytics behind the segment strategy and annual plan, contributing to the short-term strategy (6 to 18 months) and turning it into tactical plans, prioritized bets and validated product concepts;
Lead teams across customer insight, segment strategy and customer lifecycle optimization, as one team with product, engineering and research partners. Mentor analysts and build successors;
Lead the analytics and execution of the customer lifecycle optimization programs of the segment, coordinating cross-sell and retention strategies in partnership with Marketing and Products, and measure their results;
Manage the team's resources and budget, and the risk of its regulatory and compliance deliverables;
Use AI to redesign how the team works: build AI-enabled workflows, share what works and drive adoption across the team;
Apply Nubank's canonical frameworks and metrics, guide technical discussions and set analytical standards, sharing what you learn with other teams.
Understand our products and interactions with other areas, sustaining a fast and healthy decision making system, and leverage analytics and customer understanding to craft a competitive value proposition and strategy that address the customers’ most relevant pain points;
Do thorough investigative work, focused on deciding which data makes the most sense to use in which situation. If you don't have the data, it's your job to think about what tests can be done or how to extract the information you need to answer your questions;
Support your team in making data-based decisions by being diligent with the execution and performance monitoring of decisions and by assessing second-order impacts, ensuring the flow of projects and making the process of taking risks comfortable despite the uncertainties;
Learning how to work with a large volume of data to build a solid foundation for decision making with calculated risks - even knowing that not all the answers are in the data and/or that not all the data you would like is available. Integrate other disciplines (such as research, product and engineering) properly making sure customer needs are understood, both when proposing solutions and when assessing risks;
Take advantage of opportunities to grow and learn from a well-prepared and highly qualified team;
Opportunity to work in a complex, dynamic and diverse environment, participating in projects that will impact a large number of clients.
Analytical capacity: ease with numbers and calculations, having the ability to solve problems mathematically;
Business sense: dynamics between risks and opportunities, as well as interaction between business areas and technical areas (products/engineering);
Problem solving: ease and creativity to seek solutions to day-to-day challenges and achieve the best results;
Ability to understand how your decisions and work impact our customers' experience, seeking results that align with our purpose;
Willingness and ease of learning, especially for tools;
Openness to receive feedback and incorporate it into your daily life and development;
Adaptability to the multifunctional environment;
Profiles that add value to Nubank's culture.
Customer obsession, influence and stakeholder management, including with global teams;
Experience in customer and behavioral analytics, supporting multiproduct market segment strategy and/or customer lifecycle optimization;
Experience leading multidisciplinary teams, managing resources and budget, and developing talent;
Hands-on use of AI in analytics work, and the ability to drive its adoption in a team.
BRAZIL JOBS:
Chance of earning equity at Nubank - [Reminder: Ops Teams don't have equity];
Food/ Meal Card (Vale-Refeição and/or Vale Alimentação)
Public Transportation Commuting Benefit (Vale-Transporte)
NuCare – Psychological, Financial and Legal Assistance Program
Life Insurance
Medical Plan
Dental Plan
NuLanguage – Language Course Program
Nucleo - Our learning platform of courses
Extended Parental Leave
Daycare Allowance
Parental Consultancy
Work-from-home Allowance
Gym Partnerships
30 days of paid vacation
Relocation Assistance Package, if applicable
Hybrid 2-3 times/week: Our hybrid work model brings us to the office at least twice a week, on strategic days designed to maximize team connection and collaboration. For more details, visit https://building.nubank.com/nu-hybrid-work-model/
Our recruitment process may involve the use of artificial intelligence–enabled tools, such as automated interview transcription and analysis, to support the evaluation process. Artificial intelligence is not used to make final hiring decisions; all decisions are made by human reviewers.
To maintain a consistent and fair process for every candidate, Nu does not provide individualized technical feedback. See how our policy works here