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Bruno Santos

@brunosantos1

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Operational Excellence leader blending ombudsman compliance, conflict resolution, and KPI-driven improvement.

Brazil

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What I'm looking for

I’m looking to lead operational excellence and customer experience improvements with KPI-driven analytics, strong compliance discipline, and practical automation—turning complex complaints into preventive, scalable solutions in a high-trust, mission-driven environment.

I’m an Operational Excellence Supervisor with a career built in highly regulated environments, focused on continuous improvement, customer experience, and compliance. I lead end-to-end management of regulatory complaints (Ombudsman), handling critical cases while mediating complex conflicts between customers, internal teams, and regulatory bodies.

At Nubank, I led a multidisciplinary team of 4 and drove automation and continuous improvement initiatives that increased operational productivity and strengthened customer experience in critical interactions. I designed executive dashboards and KPIs to enable data-driven decision-making, managed operational data through advanced analyses to identify root causes, and supported measurable improvements in quality, efficiency, scalability, and customer satisfaction indicators.

Before my supervisor role, I worked as an Operational Excellence Analyst and Ombudsman Analyst—translating complaints into actionable insights, eliminating manual controls through integrations (e.g., Zendesk), and conducting root cause analyses of high-impact cases across channels. I bring a structured, data-driven approach—supported by certifications in Management 3.0, Conflict Management, P-FMEA, and Banking Ombudsman Certification—to prevent recurrence, reduce operational and reputational risk, and improve service processes.

Experience

Work history, roles, and key accomplishments

Operational Excellence Supervisor

Nubank

Sep 2022 - Feb 2025 (2 years 5 months)

Led a team of 4 to manage regulatory complaints (Ombudsman) with a focus on compliance, efficiency, and delivery quality. Drove automation and continuous improvement, built executive KPI dashboards, and performed advanced analyses to reduce recurrence and improve customer experience.

Operational Excellence Ombudsman Operations Regulatory Compliance KPIs Data Analysis Customer Experience Process Automation Business Intelligence

Operational Excellence Analyst

Nubank

Apr 2020 - Aug 2022 (2 years 4 months)

Translated customer complaints and operational data into actionable insights to enable scalable, preventive solutions. Implemented automation and integrated external platforms with Zendesk to reduce manual controls and spreadsheet dependency, and produced regulatory reporting for the Central Bank.

Data Analysis Process Automation Zendesk Regulatory Reporting Continuous Improvement

Ombudsman Analyst

Nubank

Oct 2019 - Mar 2020 (5 months)

Performed root cause analyses for high-impact complaints across Ombudsman and multiple regulatory/customer channels, identifying systemic failures and improvement opportunities. Conducted qualitative journey diagnostics to turn service data into recommendations that protect institutional reputation while maintaining regulatory compliance.

Ombudsman Qualitative Data Regulatory Compliance Complaint Management Customer Experience Risk Mitigation

Customer Success Analyst

Nubank

Nov 2017 - Sep 2019 (1 year 10 months)

Provided consultative customer support in a highly regulated environment, resolving complex issues while mitigating risk and strengthening institutional trust. Led journey diagnostics to drive retention and churn-reduction insights, and supported quality monitoring tied to SLA, NPS, recurrence, and resolution rate.

& Customer Success Customer Experience Management SLA Management NPS Cross Functional Collaboration

Youth Educator & Workshop Facilitator

ASBRAD

Apr 2011 - Nov 2017 (6 years 7 months)

Planned and facilitated digital skills workshops to support technical and creative development among adolescents in social vulnerability. Developed practical methodologies for digital inclusion and supported socio-emotional growth, leadership, and access to educational and job opportunities.

Workshop Facilitation Digital Inclusion Youth Education