UX Writer, Pleno
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Job Description
UX Writer optimizing customer journey across automated communication channels for a digital transformation consultancy. Focus on WhatsApp and Chatbot with data-driven insights and flow design.
Responsibilities:
- Optimize the customer journey and experience across automated communication channels, focusing on WhatsApp and Chatbot.
- Conduct in-depth understanding of the business flow.
- Ensure traceability and measurement of the entire experience through data tagging (instrumentation) along the customer journey.
- Act as guardian of the experience, turning data into insights to design more efficient, intuitive flows that increase satisfaction and conversion.
Requirements:
- Proven experience in Conversational Design (Conversational UX/CUX).
- Experience designing chatbots, IVR and WhatsApp journeys, including creating flows, scripts and conversational personas.
- Proficiency with tools and methodologies for mapping user journeys, service blueprints and high-complexity flow diagrams.
- Experience defining tagging (instrumentation) strategy and requirements to measure UX and business metrics.
- Proficiency in prototyping tools (Figma, Miro or similar).
- Experience conducting usability testing, A/B testing and heuristic analysis on conversational channels.
- Familiarity with Chatbot platforms and WhatsApp Business APIs.
- Ability to conduct qualitative and quantitative research (UX Research).
- Experience working in agile squads (Scrum/Kanban) and collaborating with Product Owners (PO) and engineers.
Benefits:
- Meal allowance
- Food allowance
- Home office allowance
- Medical insurance
- Dental insurance
- Life insurance
- Discount partnerships
- Partnerships with establishments and educational institutions
- Recurring agility trainings
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