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Verity Group

UX Writer, Pleno

Verity Group

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.

Posted 7/9/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact
  • 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

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.
  • 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

Comp & perks
  • Meal allowance
  • Food allowance
  • Home office allowance
  • Medical insurance
  • Dental insurance
  • Life insurance
  • Discount partnerships
  • Partnerships with establishments and educational institutions
  • Recurring agility trainings

ATS Keywords

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Hard Skills & Tools
Conversational UX/CUXChatbot DesignIVR DesignData Tagging (Instrumentation)Usability TestingA/B TestingHeuristic AnalysisQualitative ResearchQuantitative Research