CNP Seguradora

Design, Experience, AI Manager

CNP Seguradora

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Lead monitoring of satisfaction surveys (NPS, CSAT and related metrics) across all channels, ensuring coverage, quality and continuous expansion of listening points.
  • Report and present satisfaction metrics to LATAM leadership and the headquarters in France, supporting the corporate experience target.
  • Maintain a strategic view of key indicators for each product journey stage — sales, NPS, Reclame Aqui, lead time, delinquency, churn, operations, costs and scalability — identifying bottlenecks and prioritizing actions.
  • Coordinate analytics for digital and physical channels with a systemic funnel perspective, tracking access and behavior prediction, turning data into actionable recommendations.
  • Evolve the company's data structuring, refining and organizing experience metrics with methodological rigor.
  • Define and execute the company's AI strategy, coordinating the AI chapter with internal explorers, assisted POCs and applied business innovation initiatives.
  • Support teams in transforming processes based on artificial intelligence, ensuring responsible, results-oriented adoption.
  • Manage the Corporate AI Platform and develop projects in partnership with Engineering and IT Architecture teams.
  • Oversee the company's Design System and the work of designers specialized in Front-end, UX and UI, ensuring consistency and scalability of the product experience.
  • Lead labs and workshops for ideation, prototyping and building customer-centered digital products.
  • Define and evolve the customer experience strategy with a product mindset, connecting CX to the business agenda and the company’s objectives.
  • Lead internal customer-centric culture initiatives, engaging teams and leaders around customer centricity.

Requirements

  • Postgraduate degree or MBA in Management, Product, Innovation, Customer Experience, Engineering or related fields.
  • Proven experience leading multidisciplinary teams in CX, Data, Design, Innovation or Product.
  • Strong command of satisfaction and customer journey metrics (NPS, CSAT, CES, churn, lead time).
  • Experience with analytics and data visualization tools (Power BI, Looker or similar).
  • Experience with business-applied Artificial Intelligence projects (automation, predictive models, LLMs or similar).
  • Advanced English — reading, writing and speaking — for interfacing with headquarters.
  • Availability for a hybrid work model (3 days in-office) at Berrini.
Benefits
  • Healthcare plan at no cost to you and your dependents
  • Dental insurance
  • Meal voucher and food allowance
  • Vidalink
  • Travel insurance
  • Life insurance
  • Home office allowance
  • Wellhub
  • Childcare/nanny allowance
  • Extended maternity and paternity leave
  • Private pension plan
  • Profit sharing
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
NPSCSATCESchurnlead timedata visualizationpredictive modelsartificial intelligencecustomer journey metricsdata structuring
Soft Skills
leadershipcustomer-centric culturestrategic thinkingcommunicationcollaborationinnovationproblem-solvingteam engagementprocess transformationworkshop facilitation
Certifications
Postgraduate degreeMBA