Insurance Operations Technician I – Curation

Grupo HDI

Analyst role focusing on improving digital service channels for Grupo HDI. Responsible for customer journey analysis, KPI monitoring and ongoing process improvements.

Posted 6/18/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

customer journey analysisconversational digital channel flowsperformance indicatorscontinuous improvementdata analysisAI toolsautomationoptimizationmetrics definitiondata storytelling

Soft Skills

analytical mindsetcustomer-centric perspectivecommunicationcollaborationproblem-solvingpresentation skillsinterpersonal skillsdecision-makingprioritizationtracking initiatives

Tools & Technologies

Power BIAI enablersCopilotchatvoiceWhatsAppbotsdashboardsservice channelsvendors

Certifications & Qualifications

Bachelor's degree in AdministrationBachelor's degree in Insurance Managementrelated fields

Industry Keywords

multichannel perspectivecustomer experience metricsstructured analysesPDCAservice flowscustomer service operationsdigital channelsproductivityefficiencyroot cause analysis

About the role

Key responsibilities & impact

Analyze end-to-end journeys across bots and other channels to broaden the Group's multichannel perspective
Monitor performance and customer experience metrics across service channels
Identify root causes and propose action plans to improve metrics
Conduct structured analyses and continuous improvement cycles (PDCA) with partner service areas
Propose, prioritize, and track continuous improvement initiatives for channels together with vendors and IT
Work with an analytical mindset and a customer-centric perspective, considering the integrated experience across channels (voice, chat, bot, and WhatsApp)
Map opportunities for automation and optimization of conversational flows
Ensure the quality and consistency of bot responses and service flows
Support the definition of metrics and dashboards to monitor results in Power BI
Build presentations and data storytelling to support decision-making
Interact with different areas (customer service, product, technology, and external partners), acting as a bridge between business and execution
Implement AI enablers in Copilot within the Operations & Claims directorate and in day-to-day activities.

Requirements

What you’ll need

Bachelor's degree in progress or completed in Administration, Insurance Management, or related fields (required)
Experience in customer journey analysis, customer service operations and/or building and improving conversational digital channel flows such as voice, chat, bots, and WhatsApp (preferred)
Experience using AI tools to improve productivity and efficiency (preferred)
Knowledge of performance indicators (KPIs) and continuous improvement (PDCA) (preferred)
Knowledge of Power BI and data analysis to translate insights into practical actions (advantageous)

Benefits

Comp & perks

Medical and dental insurance
Wellhub
Commuting allowance or company shuttle
Meal and food vouchers
Private pension plan
Profit-sharing (PLR)
Birthday day off
Discounts on Grupo HDI products
Babysitter or daycare assistance
Life insurance and much more!