Customer Experience Internship

Description

Job Summary: This internship supports the management and evolution of customer experience on digital channels, focusing on analyzing and optimizing WhatsApp conversational flows to improve user satisfaction. Key Highlights: 1. Support customer experience on digital channels with a focus on WhatsApp. 2. Optimize automated customer service and increase user satisfaction. 3. Design and maintain customer service workflows and chatbot journey maps. Support the management and evolution of customer experience on digital channels, with emphasis on analysis, maintenance, and development of WhatsApp conversational flows. The intern will identify opportunities to improve the customer journey, contributing to the optimization of automated service and increased user satisfaction. * Analyze WhatsApp conversational flows and identify opportunities to improve customer experience. * Monitor customer journeys, metrics, and indicators related to automated service. * Map abandonment points, recurring questions, and opportunities to simplify workflows. * Propose improvements to increase resolution rates and customer satisfaction. * Design and maintain customer service workflows and chatbot journey maps using Figma or similar design tools. * Validate business rules and content used in digital customer service. * Conduct functional testing of workflows before publishing them to the production environment. * Document processes, flowcharts, and service rules. * Support analysis of customer feedback for continuous improvement of digital channels. * Collaborate with Process and Customer Service teams to implement improvements in the digital journey. * Prepare reports and presentations with insights and recommendations regarding customer experience. **Responsibilities and Duties** Desirable Qualifications: * Knowledge of customer journey mapping. * Familiarity with UX Writing, Conversational Design, or Customer Experience. * Basic knowledge of data analysis and customer service metrics. **Requirements and Qualifications** * Currently enrolled in an undergraduate program in Administration, Marketing, Communications, Information Systems, Computer Science, Production Engineering, Process Management, or related fields. **Additional Information** **BENEFITS OF THIS POSITION** * Unimed Health Insurance * Unimed Dental Insurance * Life Insurance * Meal Voucher or Food Allowance (no payroll deduction) * Transportation Voucher or Fuel Allowance (no payroll deduction) * Happy Day * Wellhub And more: (in-person/online training for your professional development); Workplace Wellness Program offering psychological, financial, and legal guidance; among others. ***If you are a person with a disability and are unsure whether any of our positions is suitable for you, please rest assured—you are welcome to apply to any of them!*** To help you learn more about us, we invite you to take a trip back in time. Our story began in 1967 in Santos, when a group of physicians inspired by the cooperative model founded Unimed. It did not take long for this model to gain recognition across multiple states. Minas Gerais also embraced this new philosophy and quickly began organizing itself, establishing its first Unimed cooperatives. As expansion continued, these cooperatives organized institutionally, forming a State Federation. That 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. Today, we have a team of over 250 employees aligned with our purpose—key contributors who helped us become a benchmark for other Unimeds nationwide. Together, 67 cooperatives provide consulting and advisory services across various areas including human resources, commercial operations, legal affairs, communications, and marketing, among others. One thing is certain: we still have much to build—and you can be part of this story with us! **We seek people who care about people. Our opportunities are open to everyone—including persons with disabilities—and embrace diversity in race, ethnicity, religion, gender and gender identity, nationality, sexual orientation, and age, because we believe cooperation, sharing diverse ideas, and varied perspectives are essential.** #### **Our Competencies**