Company Description
Serasa Experian is Brazil's first and largest Datatech company. A leader in intelligence solutions for risk analysis and opportunity identification, with a focus on credit journeys, authentication, and fraud prevention. With cutting-edge technology, innovation, and the best talent, we transform risk uncertainty into the best decision, helping people achieve their dreams and companies of all sizes and segments to thrive.
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. With corporate headquarters in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and is part of the FTSE 100 index.
Job Description
We are looking for a creative person with a passion for craft and solid experience 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 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 use 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 conversations oriented toward problem-solving, continuously elevating the quality of user experience, the maturity of Content + AI in the Design Team, and the impact of conversational solutions on our digital channels.
ROLES AND RESPONSIBILITIES
- Map and build end-to-end conversational journeys (chat/voice/multimodal), identifying touchpoints, gaps, friction points, and opportunities for experience personalization.
- Design conversational flows, scripts, and content with clear, friendly, consistent language aligned with brand guidelines.
- Define language principles, conversational style guide, 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 discoveries 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 generative AI trends, prompt engineering, NLU/NLP, user behavior, and best practices for bots/assistants.
- Elevate the maturity of Content + AI in the design team, establishing a routine of mentoring, best practices, reviews, and building manuals, guides, and rituals.
- Facilitate stakeholder alignment, promoting design/content standards at scale.
- Facilitate collaboration across 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.
- Strong knowledge of Content Production, AI, and Information Architecture.
- Experience in designing and developing chatbots and conversational interfaces.
- Experience in user research.
- Passion for craft.
Additional Information
Experian is a global data and technology company that drives 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 culture, centered on people, inclusive, and purpose-driven, is recognized by various awards — including World's Best Workplaces™ 2025 (Top 25 global by Fortune) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers website to understand why. Experian is also proud to be an employer that promotes equal opportunity and affirmative action. If you have any disability or need that requires accommodation, please let us know as soon as possible.
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