André Fazio Leiva

Critic
DISC Type : C

Head of Customer Experience at iFood

São Paulo, São Paulo, Brazil

Overview

André Fazio Leiva is a Partner and Head of Customer Experience at iFood with over 12 years of expertise in CX. He specializes in integrating finance, planning, and business intelligence to drive data-informed decisions. André holds an MBA from FGV and is certified as a CPA20.

His professional focus includes uniting technology and data analysis to build efficient processes that improve the customer journey. He is passionate about innovation and fostering a culture of rapid learning and agility within his teams, as demonstrated through various initiatives at iFood.

Unique fact: André has a strong background in financial planning for post-sales services, managing budgets for customer care, warranties, and legal processes at Whirlpool.

Personality Overview

ROI Driven

Objective Thinker

Precise

They prefer to analyze logically and value objective facts over emotions.  It is very likely that they will negotiate pricing or other important terms. They like to take decisions independently and do not seek others' support often.

Topics They Care About

Data-driven CX
Leads strategic CX initiatives at iFood by connecting BI, data analysis, and performance management to improve processes and the customer journey.
AI in Business
Showed recent interest in how autonomous agents and AI are shaping the future of organizations after attending the DreamForce 2025 conference.
Cost Reduction
His background includes financial planning and managing projects for cost reduction, particularly in customer service and post-sales operations at Whirlpool.

Media Appearances

André has no verified media appearances

Work History

6-2023
Head of Customer Experience at iFood
4-2021 - 6-2023
Gerente de Customer Experience at iFood
9-2019 - 4-2021
Customer Care Manager (Financial, Projects and Planning) at Whirlpool Latin America
6-2017 - 8-2019
Customer Service Team Manager at Whirlpool Latin America
9-2015 - 6-2017
Financial Manager at Whirlpool Latin America

Education

2012 - 2014
Master of Business Administration (MBA) from FGV - Fundação Getulio Vargas
2005 - 2009
Bachelor of Business Administration (B.B.A.) from Pontifícia Universidade Católica de São Paulo

More Information

Social Presence :

Prographics :

Exp : 15 Location : São Paulo, São Paulo, Brazil Job Level : Mid-senior Designation : Head of Customer Experience at iFood
URL has been copied!

Insights For Selling To André

During A Call Or A Meeting

DO's

  • Keep some extra margin while sharing pricing, they are likely to negotiate later
  • Tell them what ROI they can expect
  • Leverage facts and figures wherever possible; use percentages, numbers etc.

DONT's

  • Make extra effort to not seem pushy or confrontational
  • Don't give superficial answers, they are easily rattled by them
  • Don’t rush them till they have clearly gotten all the necessary information

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with André is

  • Proof of ROI, low pricing and objective proof points are the important factors for them.
  • Will you ever get a clear answer from André

  • They do not mind saying no if they believe that it is the right decision.

Insights For Deal Planning

    How fast (or slow) will André move?

  • Their decision-making is neither very fast nor very slow, they are somewhere in between.
  • Can André take some risk or not?

  • They can take risks if their analysis shows that it would be worth it.

You And André

Personality Compatibility


Other iFood Employees

Explore more public profiles from related professionals at the same organization.

More Profiles

Discover additional public profiles from our index.

Search more profiles

Looking for someone else? Search here for anyone.

Or visit Humantic AI to know more.