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UX Writer, Mid-level
Verity GroupUX Writer optimizing customer journey and experience in automated channels like WhatsApp and Chatbot. Transforming data into insights for greater satisfaction and conversion.
About the role
Key responsibilities & impact- The UX Writer will be essential in optimizing the customer journey and experience across our automated communication channels, with a focus on WhatsApp and Chatbot.
- Your main challenge will be to gain an in-depth understanding of the business flow and ensure traceability and measurement of the entire experience through data tagging (instrumentation) across the customer journey.
- This professional will act as the guardian of the experience, turning data into insights to design more efficient, intuitive flows that drive higher satisfaction and conversion.
- Optimize the customer journey and experience in automated communication channels, focusing on WhatsApp and Chatbot.
- Perform a deep understanding of the business flow.
- Ensure traceability and measurement of the entire experience through data tagging (instrumentation) across the customer journey.
- Act as the guardian of the experience, transforming data into insights to design more efficient, intuitive flows that generate greater satisfaction and conversion.
Requirements
What you’ll need- Proven experience in Conversational Design (Conversational UX/CUX).
- Experience designing chatbots, IVR and WhatsApp journeys, including creating flows, scripts and conversational personas.
- Strong command of 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 in 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 (POs) and engineers.
Benefits
Comp & perks- Meal allowance
- Food allowance
- Home office allowance
- Health insurance
- Dental insurance
- Life insurance
- Discount partnerships
- Agreements with merchants and educational institutions
- Recurring agile trainings
- Verity Learning
- Verity Break
- #VerityWithYou
- Viva Engage
ATS Keywords
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Hard Skills & Tools
Conversational UXUser Journey MappingFlow Diagram CreationUsability TestingA/B TestingHeuristic AnalysisQualitative ResearchQuantitative Research