Operations & Capabilities Lead

ABOUT NU 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. Visit our Institutional Page https://www.nu.com/2026-en About the Role At the core of this position is ensuring a large-scale customer operation can adapt and expand its knowledge rapidly. Seamless product launches rely on thousands of team members delivering accurate support from day one; any delay in enablement directly jeopardizes both customer satisfaction and operational productivity. You'll own CX Academy & Capabilities: the full strategy for how Colombia's entire Customer Experience operation is trained, enabled, and kept current — including governance of the proprietary AI tools that generate content, detect gaps, and simulate practice at scale. This is one of the highest-surface-area roles in CX Colombia, with direct accountability for tNPS, Quality, and Operational Efficiency, and a seat representing Colombia in Nu's global Training and Content workstreams. You'll be responsible for - Own the end-to-end learning strategy, roadmap, and tech stack for CX Colombia, deciding which tools, platforms, and methodologies power enablement at scale. - Govern the use of Nu's proprietary AI tools for content generation, gap detection, and practice simulation, ensuring quality scales alongside speed. - Lead a team of CX Academy specialists through influence, setting the standard for training and content across the operation. - Represent Colombia in Nu's global Training and Content workstreams, shaping cross-market standardization decisions. - Audit and align BPO training teams' execution