Suzana Kubric, Chief People Officer at Nubank, and Jessica Matsumoto, Senior Director of People Experience, discuss their innovative approach to transforming HR into a product-driven function. They explore how viewing employees as internal customers enhances engagement and efficiency. The conversation delves into journey mapping, the importance of diverse roles like designers and PMs, and how initiatives like the 'Bureaucracy Buster' channel empower employees. They emphasize a continuous service mindset to revolutionize the overall employee experience.
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insights INSIGHT
Customer Obsession in HR
Nubank applies the same customer obsession in HR to simplify employees' work experiences.
They focus on solving real pain points with simple, user-centric solutions inspired by their business model.
volunteer_activism ADVICE
Map Employee Journey to Prioritize
Start by mapping the full employee journey to uncover key pain points.
Prioritize pain points by impact and value to guide focused product experimentation in HR.
question_answer ANECDOTE
Examples Tackled in HR Product
Nubank tackled the "new break" period by designing superior experiences for employees on extended leave.
They also addressed managers' confidence by deeply exploring their pain points rather than assumptions.
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Nubank is the largest digital bank outside of Asia and one of the fastest-growing companies globally, recently surpassing 119 million customers across Brazil, Mexico, and Colombia. Much of that growth has been fueled by an obsessive focus on customer experience. Now, Suzana Kubric and Jessica Matsumoto are bringing that same mindset to employees. In this episode, Dart talks with Suzana and Jessica about what it means to design HR as a product, why Nubank brought in PMs and designers from other disciplines to lead the effort, and how to lead an organization as it goes through this kind of transformation.
Suzana Kubric is Chief People Officer at Nubank, where she’s leading a transformation of HR into a product and design function. She brings a customer-obsessed lens to building employee experience at scale.
Jessica Matsumoto is Senior Director of People Experience, Growth, and Culture at Nubank. She co-leads the People & Culture Product team, applying product thinking to reimagine how work is designed.
In this episode, Dart, Suzana, and Jessica discuss: - How HR can be reimagined as a product team - Why employee experience needs more than policies and programs - What journey mapping looks like inside a 100-million-customer company - How designers and PMs are reshaping HR’s role and process - What makes employees feel like true customers of work - The risks and rewards of building in the open - Why this shift changes not just what HR does, but what it is - And other topics…
Suzana Kubric is Chief People Officer at Nubank, where she is leading a transformation of HR into a product and service design function. She is helping one of the world’s fastest-growing companies redesign work to be as intentional and human-centered as its customer products.
Jessica Matsumoto is Senior Director of People Experience, Growth, and Culture at Nubank. She co-leads the People & Culture Product team, applying product thinking and experimentation to the full employee lifecycle.
Work with Dart: Dart is the CEO and co-founder of the work design firm 11fold. Build work that makes employees feel alive, connected to their work, and focused on what’s most important to the business. Book a call at 11fold.com.
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