Company Description
Serasa Experian is the first and largest Datatech in Brazil. We are a leader in intelligence solutions for risk analysis and opportunities, focusing on credit journeys, authentication, and fraud prevention. With cutting-edge technology, innovation, and the best talent, we transform the uncertainty of risk into the best decision, helping people achieve their dreams and companies of all sizes and segments to prosper.
We have 22,000 people operating in 32 countries, and every day we are investing in new technologies, talented professionals, and innovation to help all our clients maximize every opportunity. Headquartered in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 index.
Job Description
We are looking for a creative person with a passion for craft and a solid background in UX, Information Architecture, Content, and Artificial Intelligence to lead the conception, evolution, and governance of our conversational experiences (interfaces, chat, voice, and multimodal).
This person will act as a reference in Conversational Design, connecting language, technology, data, and design to build clear, efficient, and scalable conversational journeys aligned with brand guidelines and business objectives. We expect a systemic vision capable of integrating different products, channels, and usage scenarios, ensuring consistency, fluidity, and continuity of the end-to-end experience.
Your mission is to transform insights, data, and usage learnings into natural, humanized, and problem-solving-oriented conversations, continuously elevating the quality of the user experience, the maturity of Content + AI within the Design Team, and the impact of conversational solutions across our digital channels.
ROLES AND RESPONSIBILITIES
- Map and build end-to-end conversational journeys (chat/voice/multimodal), identifying touchpoints, gaps, friction, and opportunities for experience personalization.
- Design conversational flows, scripts, and content with clear, friendly, and consistent language aligned with brand guidelines.
- Define language principles, conversational style guides, and content governance (nomenclature, taxonomies, tone of voice, microcopy, and response patterns).
- Develop and test prototypes rapidly with users and stakeholders, promoting improvements based on findings and evidence.
- Conduct experiments for experience evolution based on feedback, usage data, conversation analysis, and user research.
- Define and monitor key metrics with business impact.
- 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 a routine of mentoring, best practices, reviews, and the creation of manuals, guides, and rituals.
- Facilitate stakeholder alignment, promoting design/content standards at scale.
- Facilitate collaboration between areas, connecting opportunities between products, channels, and different scenarios to develop conversational solutions.
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.
- Solid knowledge of Content Production, AI, and Information Architecture.
- Experience in the design and development of chatbots and conversational interfaces.
- Experience in user research.
- Passion for craft.
Additional Information
Experian is a global data and technology company that powers opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.
Our uniqueness is valuing yours. Experian's people-centric, inclusive, and purpose-driven culture is recognized by several awards — including World’s Best Workplaces™ 2025 (Fortune's Top 25 global) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity and affirmative action employer. If you have a disability or need that requires accommodation, please let us know as soon as possible.
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