Join Stefanini Group and be part of a global journey of transformation. You’ll work with teams and clients to co-create innovative solutions, combining technology, artificial intelligence, and human creativity to address business challenges. If you’re looking to grow in an environment that values innovation, respect, autonomy, and collaboration, we’d like to hear from you.

This hybrid role is based at Eusebio Matoso, São Paulo, with on-site work twice a week, on Tuesdays and Thursdays.

Responsibilities

• Define and maintain adherence to the global NPS methodology, including survey calendars, target audiences, calculation rules, RACI, and LGPD/GDPR compliance.
• Lead and develop the Brazil-based team responsible for operating surveys, automations, and global dashboards.
• Train and guide regional focal points across Customer Success, Delivery, and Sales, helping ensure closed-loop follow-up with detractors meets agreed SLAs.
• Lead monthly regional committees and report executive metrics and action plans to leadership.

Mandatory Requirements

• Bachelor’s degree in Business Administration, Marketing, Engineering, Economics, or a related field.
• At least three years of dedicated experience structuring or managing NPS or Voice of the Customer (VoC) programs in B2B environments.
• Solid experience in Customer Experience, Customer Success, or Service Quality, including demonstrated management of NPS/VoC programs.
• Experience leading teams and working in matrixed, multinational environments.
• Knowledge of CX methodologies, including NPS, CSAT, CES, and closed-loop processes.
• Experience with process mapping, including AS IS / TO BE and RACI.
• Familiarity with survey tools such as Qualtrics, Medallia, or SurveyMonkey, and advanced Excel skills.
• Fluent English for conversation and intermediate Spanish.
• Availability to work on-site twice a week at Eusebio Matoso, São Paulo, on Tuesdays and Thursdays.

Preferred Qualifications

• MBA in Customer Experience or Business Management.
• Certifications such as CCXP, NPS Certified Associate, Lean/Six Sigma, or PMP.
• Experience in IT services, outsourcing, or consulting.
• Familiarity with Salesforce or Dynamics 365, Power BI, and basic SQL.

What We’re Looking For

You’re a collaborative leader who can develop a team in Brazil while coordinating with stakeholders across regions and functions, including LATAM, North America, EMEA, and APAC. You bring a structured approach to customer feedback programs and can turn insights into clear, actionable plans.