Behind every Nubank solution, there’s a chair. And behind every chair, there’s a lot more than you might imagine.

Here, every area plays an essential role in building something extraordinary together. But do we really know what the other person’s job is like?

We invited Nubankers from different teams to describe how they imagine the routine of other areas – and then heard directly from those professionals about what their day-to-day is really like. A meeting of perceptions that shows the strength of our connection.

What defines a customer’s experience when they open the app? What does it take to guarantee security on a global scale? How does our customer service team handle delicate situations? What challenges arise behind the scenes of a new feature?

Here are some of those stories – and maybe you’ll even picture yourself living one of them.

What happens behind such a seamless experience?

When you make a purchase with our card, it feels simple. But for those working at Nubank, that process involves cutting-edge technology, fast decision-making, and a lot of collaboration.

Vitoria, a Staff Software Engineer, works in a crucial area: the infrastructure behind our credit card. Her team maintains and improves the systems that power billing, transactions, interest application, and the payment cycle. These systems operate silently, but must run with absolute precision.

She compares her role to that of an architect: “My job is to think about the structure. What needs to be in place so everything else can run securely and reliably?” That structure doesn’t work in isolation. The card is directly connected to other products, requiring a systemic view and fine-tuned coordination across technical teams.

Impact at scale

Even though she’s not on the front lines with customers, Vitoria knows her work impacts people’s lives every day, and now at an even greater scale. “Our goal is to ensure credit is offered responsibly. It’s not just about approving a transaction; it’s about understanding how it affects someone’s life.”

In her six years at Nubank, Vitoria has worked across different areas of the card business. She started as a mid-level software engineer and is now at level 7 in the IC (individual contributor) track, leading projects, mentoring others, and inspiring career paths like her own.

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The customer experience starts behind the scenes

Long before a customer opens the Nubank app, decisions are made, flows are designed, and hypotheses are tested. The simple experience you see is powered by a complex machine in the background, and that’s where people like André and Guilherme come in.

Planning, organizing, anticipating: where the experience begins

How do you make dozens of products, features, and customer profiles coexist seamlessly in a single app? That’s one of the questions guiding André, a Product Manager at Nubank. His team owns the app’s home screen, the first thing millions of customers see every day. But his work starts long before any visual component exists.

“Our challenge is to keep the structure modular, smart, and scalable, where every decision balances customer needs, business goals, and technical feasibility,” he explains.

Creating an experience for all types of customers

The goal is to make the home screen work for everyone: from customers who only use it to pay bills to those who explore every feature; from brand-new users to long-time clients. That means thinking strategically about how to organize information, which products to highlight, and how to adapt navigation to constant changes.

This integrated, technical view helps anticipate problems, align priorities, and make better decisions – ensuring that the final experience is simple, intuitive, and relevant for every user.

Personalizing the customer journey

Guilherme, a Business Analyst, works on the team responsible for the app’s first screens and all the communications customers receive, rom product suggestions to feature announcements. One of his proudest projects is the Purple Loop, an orchestration system that uses machine learning models to predict what each person needs most at a given moment and deliver the most relevant recommendation.

To make this happen, Guilherme tracks performance metrics, A/B tests, and satisfaction scores daily. His mission is to ensure every decision connects to the customer’s real experience.

The project is the result of a big collaboration between data, engineering, marketing, and business teams, and it perfectly reflects the kind of challenge that motivates him. “We have the freedom to test new ideas and work with amazing people. That makes all the difference.”

Internal audit: ensuring safety, strategy, and control

Planning is only part of the job. Anticipating the customer experience also means looking at risks, analyzing data, and making sure operations are safe. Jhony, who leads the Internal Audit platform in Brazil, sums it up well: “We’re Nubank’s third line of defense. We step in after everyone else to conduct an independent review and make sure everything is running as it should.”

But it’s not about waiting for something to go wrong – the focus is on acting early. With continuous auditing, Jhony’s team monitors risks in real time, cross-checking data with intelligence tools to spot issues and opportunities for improvement.

“We’re here to make sure controls are working, but also to help the business grow responsibly,” he says. This strategic, data-driven perspective turns audit into a true partner for the customer experience. 

Nubank service is made of people who care

Behind every chat reply, there’s a whole team making sure the customer experience is built on care, empathy, and trust.

Aline started as an Xpeer and has sat in nearly every seat within the customer service area. Each role gave her more perspective, more strategic insight, and a clearer sense of what makes truly great service.

Today, as a team lead, she organizes workflows, sets goals, tracks results, and above all, develops her people. “I always say my job is to take care of the people who take care of people. When we build a culture of trust and listening, the customer experience naturally improves.”

Data that drives real-time action

At Nubank, every tap in the app is smarter than it looks. That’s because behind almost every interaction, there’s a machine learning model running in real time, helping flag suspicious behavior or offer personalized credit limits, for example.

Flávio, a Data Scientist on the Machine Learning team, works deep in the background. “It might not seem like it, but almost every customer action in the app is guided by AI models we build here.”

Predicting the unpredictable

Fraud detection. Default risk. Security threats. All of these are handled by models developed by Flávio’s team. These models learn from user behavior, feed on real data, and help Nubank make better decisions.

But accuracy isn’t enough – it has to scale. With over 100 million customers and an avalanche of decisions happening every second, performance and speed are as critical as intelligence. “What used to take 100 milliseconds to process a few years ago can’t take 100 times longer today,” Flávio explains.

Working in data science at Nubank means combining large-scale impact, the freedom to innovate, and top-level technical challenges.

If this inspires you, imagine being part of it

Each of these stories shows a bit of what it’s like to work at Nubank: collaborating across countries, turning real problems into concrete solutions, and growing alongside the challenges.

The truth is, no process is ever final. No idea is set in stone. And that leaves room for people who want to build with autonomy, responsibility, and real impact on millions of lives.

If this is the kind of challenge that drives you, explore our opportunities and join us.

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