Marcia Nunes in

Marcia Nunes

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Head of Digital Channels & Conversational | Executive Leader in AI, CX, and Digital Strategy at Santander Brasil
📍 São Paulo, São Paulo, Brazil

Marcia Nunes is the Head of Digital Channels and Conversational AI at Santander Brasil. She leads the strategy for chatbots, human chat, and intelligent search, focusing on merging AI with behavioral science to enhance customer experiences for millions of users. She holds an MBA from the University of California, Irvine.

During AWS re: Invent 2025, she noted that she believes "conversation is the new product" for leading companies.

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Experience
21 Years
Current Role
Head of Digital Channels & Conversational | Executive Leader in AI, CX, and Digital Strategy
Job Level
Senior
Location
São Paulo, São Paulo, Brazil
Personality Overview

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Decision Approach
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Priorities

Topics Marcia cares about

Conversational AI
Leads the strategy and performance of conversational channels at Santander, including chatbots and intelligent search, aiming to create more human and efficient digital relationships.
Generative AI
Focuses on the transformative potential of AI while also acknowledging and working to solve challenges like hallucinations and response inconsistencies to ensure real value.
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Career

Work history

3-2024
Head of Digital Channels & Conversational | Executive Leader in AI, CX, and Digital Strategy
Santander Brasil
6-2022
Superintendente Canal Remoto
Santander Brasil
3-2023 - 3-2024
Head Canal Remoto
Santander Brasil
5-1998 - 11-2015
Gerente de Cobrança e SAC
Société Générale
In the press

Media appearances

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Education
2007 - 2007
MBA
University of California, Irvine - The Paul Merage School of Business
2017 - 2018
Master of Business Administration - MBA
FIAP
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

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