Rafael Mattos

Critic
DISC Type : C

Head of customer experience at iFood

São Paulo, Brazil

Overview

Sócio e Head de Experiência do Cliente no iFood, Rafael Mattos tem mais de 7 anos de experiência em CX, liderando equipes com foco em inovação, eficiência e uso de Inteligência Artificial para otimizar a jornada do usuário. Ele possui um MBA pela FGV e formação em Engenharia de Manufatura.

Fora do ambiente de trabalho, Rafael demonstra interesse em empresas que são referências globais em experiência do cliente, como The Walt Disney Company e Nestlé. Esses interesses refletem sua paixão profissional por criar interações memoráveis e de alta qualidade para os consumidores.

Um valor que ele promove em sua equipe no iFood é "Ágil: Falhe rápido e aprenda", incentivando a experimentação e o aprendizado contínuo.

Personality Overview

Objective Thinker

Precise

Critic

It is very likely that they will negotiate pricing or other important terms.  They choose to analyze logically and value facts to emotions. They like to do things independently and don’t look for support from others.

Topics They Care About

AI in CX
Utiliza Inteligência Artificial para elevar a satisfação do usuário de maneira holística e participou do evento DreamForce 2025, focado em IA.
Continuous Improvement
Seu foco profissional é a melhoria contínua e a eficiência, buscando antecipar necessidades e desenvolver soluções inovadoras para os clientes.
Innovative Culture
Defende a cultura de "Falhe rápido e aprenda", usando a metáfora de um "jet-ski" para testes ágeis enquanto o "navio" (empresa) segue na rota principal.

Media Appearances

Rafael has no verified media appearances

Work History

5-2025
Head of customer experience at iFood
7-2021 - 5-2025
Customer Experience Manager at iFood
7-2020 - 6-2021
Customer Experience Coordinator at iFood
3-2020 - 7-2020
Customer Experience Operational Excellence Manager at Menu
11-2017 - 3-2020
Supervisor Customer Experience at Mercado Livre

Education

2018 - 2020
Master of Business Administration - MBA from FGV - Fundação Getulio Vargas
2-2008 - 12-2012
Engenharia de Manufatura from Universidade Federal de Itajubá

More Information

Social Presence :

Prographics :

Exp : 13 Location : São Paulo, Brazil Job Level : Mid-senior Designation : Head of customer experience at iFood
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Insights For Selling To Rafael

During A Call Or A Meeting

DO's

  • Don’t forget to mention how you compare to competition on both features and pricing
  • Be formal and objective, they will appreciate it more
  • Be ready for penetrating questions and critical examination of your pitch

DONT's

  • Do not use very emotional or colorful language
  • Don't give superficial answers, they are easily rattled by them
  • Don’t try to give too many examples of other users, they like to make their own decisions

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Rafael is

  • Proven ROI, pricing and objective proof points are the factors that sway their decision.
  • Will you ever get a clear answer from Rafael

  • They are comfortable saying no if they are convinced that it is the correct decision.

Insights For Deal Planning

    How fast (or slow) will Rafael move?

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

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

You And Rafael

Personality Compatibility


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