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Senior Conversational Product Designer

ExperianSão Paulo
On-site Full-time

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Experience Level

Senior

Qualifications

Academic background in Design, Communication, or related fields. Solid experience as a Conversational Designer, Content Designer, Information Architect, or UX Writer in digital products. Experience with AI applied to conversational interfaces. Strong knowledge in Content Production, AI, and Information Architecture. Experience in designing and developing chatbots and conversational interfaces. Experience in user research. A genuine passion for the craft.

About the job

We are looking for an innovative and creative individual with a strong background in UX, Information Architecture, Content, and Artificial Intelligence, to lead the design, evolution, and governance of our conversational experiences (interfaces, chat, voice, and multimodal).

This role will serve as a reference point in Conversational Design, bridging language, technology, data, and design to create clear, efficient, and scalable conversational journeys that align with brand guidelines and business objectives. We expect a systemic vision capable of integrating various products, channels, and usage scenarios, ensuring consistency, fluidity, and continuity throughout the end-to-end experience.

Your mission is to transform insights, data, and usage learnings into natural, humanized conversations focused on problem-solving, continuously enhancing user experience, the maturity of Content + AI within the Design Team, and the impact of our conversational solutions across digital channels.

 

ROLES AND RESPONSIBILITIES

  • Map and construct end-to-end conversational journeys (chat/voice/multimodal), identifying touchpoints, gaps, friction points, and opportunities for personalized experiences.
  • Design conversational flows, scripts, and content with clear, friendly, and consistent language aligned with brand guidelines.
  • Establish language principles, conversational style guides, and content governance (nomenclature, taxonomies, tone of voice, microcopy, and response patterns).
  • Rapidly develop and test prototypes with users and stakeholders, driving improvements based on findings and evidence.
  • Conduct experiments to enhance the experience, utilizing feedback, usage data, conversation analytics, and user research.
  • Define and monitor key metrics that impact the business.
  • Research and introduce trends in generative AI, prompt engineering, NLU/NLP, user behavior, and best practices for bots/assistants.
  • Elevate the maturity of Content + AI within the design team by establishing mentorship routines, best practices, reviews, and the creation of manuals, guides, and rituals.
  • Facilitate stakeholder alignment, promoting design/content standards at scale.
  • Encourage collaboration across areas, connecting opportunities among products, channels, and diverse scenarios to develop conversational solutions.

About Experian

Serasa Experian is Brazil's first and largest Datatech company. As a leader in intelligence solutions for risk analysis and opportunity identification, we focus on credit journeys, authentication, and fraud prevention. With cutting-edge technology, innovation, and top talent, we transform the uncertainty of risk into the best decisions, helping individuals achieve their dreams and businesses of all sizes and sectors to thrive. With 22,000 employees operating in 32 countries, we are continuously investing in new technologies, talented professionals, and innovation to help all clients maximize every opportunity. Headquartered in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and is part of the FTSE 100 index.

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