Related skills
looker financial services databricks kustomer idv📋 Description
- Lead CX ops as Addi transitions to regulated financial entity.
- Design end-to-end CX model with complaint handling, SLAs, and escalations.
- Own CX KPI framework (CSAT, NPS, FCR, AHT) with frequent reporting.
- Build a continuous improvement engine to fix issues within 48 hours.
- Increase self-service with chatbots and in-app tools while preserving quality.
- Be the strategic CX voice across Product, Engineering, and Compliance.
🎯 Requirements
- Financial services and CX operations expertise.
- 7+ years in CX ops; 3+ years in regulated finance.
- IDV, PQR flows; support for savings and credit products.
- Led ops transformations for licenses or regulated launches.
- Regulatory rigor and compliance mindset.
- Data-driven with dashboards; CSAT, NPS, FCR, TAT.
- BI tools: Databricks, Looker; CX platforms: Kustomer.
- Process design and automation; scalable improvements.
🎁 Benefits
- Work on a problem that truly matters in Colombia.
- Shape a company from the ground up; you’ll be an owner.
- Unparalleled growth in a fast-scaling fintech.
- Join a world-class, collaborative team.
- Competitive pay and meaningful ownership.
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