Eric Young discusses the role of AI in Nu's expansion and the future of financial services

Sao Paulo, September 10, 2025 - Eric Young, who has just taken over as Chief Technology Officer (CTO) of Nubank, joins the company with the mission to drive operational excellence, international expansion through platformization, and advance AI technologies to accelerate the company's growth.

"It's an industry that many of us don't actually think about being on the pioneering edge of disruption. But Nubank has a history of really defining a new level of expectation of customer service and financial inclusion," said Young on the latest episode of the Nu Videocast.

For Young, Nubank is well-positioned to capture an even larger share of this market by continuing to lead a global disruption in financial services, enabled by advances in artificial intelligence. "There are users in our existing market that we are not serving well enough, there are users who are not on our platform yet, and there are markets that we haven't gone to yet. The question is: if not us, then who?"

One of Young's priorities in his new role will be further enhancing customer experience. The CTO will invest in taking Nubank's delivery "to the next level". This involves further increasing the team's agility to test, learn, and deliver superior products and experiences to customers, in partnership with the product and design teams - the latter led by the also recently arrived CDO, Ethan Eismann.

Artificial Intelligence

AI is a key element of the company's next steps - just as it was one of the differentiators that brought Nu to a scale of 122 million customers, says Young. He highlights Nubank's recent advances with the technology, with special mention to the integration of Hyperplane, which the company acquired in 2024.

Looking to the future, the new CTO sees a great opportunity to reduce the access gap to hyper-personalized experiences. Young explains how next-generation language models, like those that underpin products such as ChatGPT and Google Gemini, can also have a direct impact on financial services. "This same technology that is predicting the next word in a series of word snippets is the same technology that you can use to understand financial transaction history."

Based on this, Nubank has been building features that bring automation and personalization so that customers of all segments can manage their finances more efficiently, autonomously, and with more confidence. "It's like giving access to very high-level services, like AI private banking, that used to only be available to the ultra-wealthy, and democratize it, make it available to everybody," he says.

With experience at companies like Amazon, Google, and Snap, Young compares Nubank's current moment to the early 2000s in Seattle. "I look at this kind of like the early days when I was at Amazon back in 2000, when there was this strong mentality of being customer-obsessed, trying to figure out how to build new products and new solutions that could reinvent a new normal," he recalls.

Watch the full episode: