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Job details: Work location: Arniqueira Unit; Schedule: 7 a.m. to 5 p.m.; Days: Monday to Friday; Employment type: CLT (Consolidated Labor Laws) contract; Role summary: Greet and welcome patients, promoting the company’s hospitality standards; provide various information, schedule treatments, and manage authorization protocols for medical referrals with health insurance providers. Mandatory requirements: Previous experience in reception or customer service roles; knowledge of medical referral forms; familiarity with health insurance plans; strong verbal and written communication skills; completed high school education (college enrollment is desirable). Orthophysio is the largest physiotherapy clinic network in the Federal District (DF), featuring an extensive network of units and one of the most comprehensive lists of physiotherapy specialties. For over 19 years, we have been promoting health in the market. Employment type: Permanent CLT position. 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Espírito Santo, 700 - Centro, Belo Horizonte - MG, 30160-030, Brazil","infoId":"6484278856717012","pictureUrl":"https://uspic3.ok.com/logo/ineed.png","videos":null,"title":"Digital Product Analyst","content":"Responsible for the continuous evolution of the digital channels of Central Unimed Atende—including the chatbot, digital menu, and self-service features in the mobile app—ensuring intuitive, efficient, and integrated user journeys, with a focus on user experience, product vision, and strategic vendor management.\n\n **Key Responsibilities:**\n\n \n\n* Lead the design, development, and management of chatbot and digital self-service menu conversational flows across multiple channels (WhatsApp, mobile app, web, etc.).\n* Map and analyze the customer’s digital journey, identifying friction points and automation opportunities to deliver a seamless, resolution-oriented, and satisfying experience.\n* Collaborate with Unimeds to gather business requirements, propose improvements, and design flows that increase the automated resolution rate.\n* Conduct ongoing chatbot curation, analyzing reasons for handoff and suggesting improvements to content, language, and usability to enhance customer autonomy.\n* Design and refine the digital menu, applying UX best practices, plain language, and a strong focus on resolution capability.\n* Serve as the liaison among the Federation, Unimeds, and the development vendor—translating business needs into technical specifications, prioritizing the backlog, monitoring sprints, validations, and deliveries.\n* Manage contracts and development vendor requests, controlling hours, scope, timelines, and deliverables to ensure efficient resource utilization.\n* Conduct testing, validation, and launch of new flows and features, ensuring quality prior to go-live.\n* Configure and train the chatbot (knowledge base, intents, scripts, prompts), keeping it updated in alignment with operational evolution.\n* Create and monitor KPIs, reports, and executive dashboards, tracking performance, SLAs, NPS, and product OKRs.\n* Generate insights from metrics and lead action plans to improve efficiency, reduce handoffs, and elevate customer satisfaction.\n* Deliver training and capacity-building sessions for Unimeds on chatbot and digital menu usage, maintenance, and strategic management.\n* Research trends and propose innovations (generative AI, omnichannel integrations, voicebots, etc.) to strengthen Central’s digital strategy.\n\n **Responsibilities and Duties** **Requirements and Qualifications** \n\nBachelor’s degree completed in technology or information systems, production engineering, software engineering, or related fields.\n\n **Required Knowledge:** Experience with digital products/chatbots, journey mapping, and conversational flow tools; knowledge of UX, digital metrics, and agile backlog management; Blip\n\n \n\nDuring the probationary period: on-site work; thereafter: hybrid model.\n\n **Additional Information** **BENEFITS:**\n\n \n\n \n\n* Profit-Sharing Program\n* Unimed Health Insurance\n* Unimed Dental Insurance\n* Private Pension Plan\n* Life Insurance\n* Hybrid work model after 90 days\n* Meal Voucher (no payroll deduction)\n* Food Voucher (no payroll deduction)\n* Transportation Voucher or Fuel Allowance (no payroll deduction)\n* Happy Day\n* Wellhub\n\n \n\nAnd more: (in-person/online training for your professional development); Workplace Wellness Program offering psychological, financial, and legal counseling; among others.\n\n ***If you are a person with a disability and are unsure whether any of our openings are suitable for you, rest assured—you are welcome to apply to any position!***\n\n \n\nTo help you learn more about us, we invite you to take a journey through time. Our story began back in 1967 in Santos, when a group of physicians inspired by the cooperative movement founded Unimed.\n\n \n\nIt didn’t take long before this model gained recognition across several Brazilian states. Minas Gerais also embraced this new philosophy and quickly began organizing itself, establishing its first Unimed cooperatives. As expansion continued, the cooperatives institutionalized themselves by forming a State Federation.\n\n \n\nThat’s where our story truly began—with the founding of Unimed Federação Minas in 1977. Since then, much has changed. We’ve grown and adapted to evolving demands, contributing to the development and sustainability of the Unimed system in Minas Gerais.\n\n \n\nToday, we have a team of over 250 professionals aligned with our purpose—key contributors who helped make us a benchmark for Unimed cooperatives nationwide. 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Our story began in 1967 in Santos, when a group of physicians inspired by the cooperative movement founded Unimed.\n\n \n\nIt did not take long before this model gained recognition across several states. Minas Gerais also embraced this new philosophy and quickly began organizing itself, establishing its first Unimed cooperatives. With expansion, the cooperatives institutionalized themselves by forming a State Federation.\n\n \n\nThat is where our story began. Unimed Federação Minas was established in 1977. Since then, much has changed. We have grown and adapted to evolving needs, contributing to the development and sustainability of the Minas Gerais Unimed system.\n\n \n\nToday, we have a team of over 250 employees aligned with our purpose—key contributors to our becoming a benchmark for Unimed cooperatives nationwide. 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