Let's have fun and build something we're proud of - hello@roberto.vg
Job&Talent is a world-leading marketplace for essential work, matching great people with great companies directly through its platform.
Industry Human resources
Role Product Lead
Dates 2019-2021

Boosting Worker Happiness

I joined Job&Talent right before it became a unicorn while they were going through hypergrowth.

Due to such a rapid expansion, the jobseeker's experience (over 10M people in 6 countries) had dramatically worsened. Worker churn was getting very high and satisfaction declining rapidly.

I was tasked with creating a new team focused on Worker Happiness and I was given complete freedom to change everything we wanted in the company.

We boosted Worker NPS from 13.2 to 56.3 in less than a year.

Boosting Worker Happiness

I joined Job&Talent right before it became a unicorn while they were going through hypergrowth.

Due to such a rapid expansion, the jobseeker's experience (over 10M people in 6 countries) had dramatically worsened. Worker churn was getting very high and satisfaction declining rapidly.

I was tasked with creating a new team focused on Worker Happiness and I was given complete freedom to change everything we wanted in the company.

We boosted Worker NPS from 13.2 to 56.3 in less than a year.

Rebuilding the whole Customer Journey

I infiltrated as a real user to learn the whole journey, from navigating around the app to going through interviews and even getting a real job offer.

I also joined the Customer Service team for a while answering calls, emails and talking with other agents so I could learn everything I could about our users' problems.

We changed emails, SMS, FAQs, website, app... We literally didn't leave any stone unturned.

Drastically reducing errors in payments

After slowly increasing Worker NPS we arrived at our users' biggest pain. Most of our workers were living paycheck to paycheck and they were constantly getting paid wrong.

At the end of the month, the Customer Service team would get thousands of calls from angry workers and wait time would increase to several hours.

To solve this, we automated the whole payment process: from collecting time tracking from our clients to converting and processing all payments and adding a paper trail to the whole process.

Drastically reducing errors in payments

After slowly increasing Worker NPS we arrived at our users' biggest pain. Most of our workers were living paycheck to paycheck and they were constantly getting paid wrong.

At the end of the month, the Customer Service team would get thousands of calls from angry workers and wait time would increase to several hours.

To solve this, we automated the whole payment process: from collecting time tracking from our clients to converting and processing all payments and adding a paper trail to the whole process.

Fintech Division Project

Due to our workers living paycheck to paycheck and the success in Worker NPS of automating payments and offering advance payments inside the App, I decided to double down on this topic.

Right before leaving the company, I presented a plan to launch a "Job&Talent Card" our workers could use to pay for goods directly using the salary they've already generated instead of waiting until the end of the month.

Let's have fun and build something we're proud of

hello@roberto.vg

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