Senior Conversational Content Designer

Remitly; Kansas City (KS); Hybrid; USD 136,000 - 155,000; Full time

Job summary

Remitly is seeking a Senior UX Content Designer to enhance financial services for immigrants through user-centered content design. This hybrid role involves creating empathetic conversational experiences and collaborating across teams to align with Remitly's mission. Ideal candidates have substantial content design experience and a customer-focused mindset.

Benefits

Flexible paid time off

Health, dental, and vision coverage

401k plan with company matching

Paid parental, medical, military and family leave

Mental Health & Family Forming Benefits

Employee Stock Purchase Plan (ESPP)

Continuing education and travel benefits

Qualifications

• Experience in content design and UX writing for chatbots and virtual assistants.
• Hands-on experience with AI tools for generative content.
• Familiarity with cross-platform messaging environments.

Responsibilities

• Create conversational scripts for customer support virtual assistant.
• Develop cross-platform content experiences for messaging platforms.
• Collaborate with cross-functional teams to ensure a customer-centric product.

Skills

Content design

Conversational UX

Empathy

Education

5+ years in content design or UX writing

Tools

NLP technologies

Chatbot tools (Rasa, Amazon Lex)

Job description

Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About The Role

We're seeking a Senior UX Content Designer to join our mission of improving the financial services for immigrants and their families worldwide. Specifically, we're looking for a senior UX content conversation designer to focus on our customer-centric self-service experiences, including for our award-winning virtual assistant, integrations with WhatsApp, and other high priority UX content design projects.

You'll report to the senior manager of product content and be a key contributor to the content design team standards and team culture.

This is a hybrid role based in Seattle, WA.

You Will

• Cross-platform conversational content experiences: Create and refine content for end-to-end conversation flows that empower customers to send money across borders through messaging platforms like WhatsApp, iMessage, Facebook Messenger, and WeChat. Create content libraries to support efficiency and scaling.
• Empathetic support dialogue content: Create conversational scripts for Remitly's customer support virtual assistant and other conversational experiences. You'll make it easy for users to get answers or resolve issues using chat, and hand off to human agents when needed. Iteratively improve content based on product team feedback, customer feedback and metrics, and UX research insights.
• Create and enhance content using AI: Use generative AI and small and large language models (SLMs and LLMs) to personalize conversations while ensuring the AI stays aligned with Remitly's values and guidelines.
• Voice, tone, and consistency: Ensure the UX content reflects Remitly's brand and product voice and tone best practices and creates a warm, respectful, and supportive tone. Ensure messaging meets customers' needs by customer's context.
• Cross-team collaboration: Partner with the product design, product management, and engineering teams to create a friction-free, customer-centric product experience.
• Work across the product team and across Remitly--with legal/compliance, engineering, UX research, customer success, analytics, brand, marketing, and other teams--to strategize and evolve how the user experience fits into Remitly's product strategy; prioritize work; and measure content impact.
• Content design and conversational UX standards: Help set and raise the standards for content design by ensuring content is clear, complete, concise, conversational, accessible, on-brand, and easy to translate for our customers. Define and document guidelines for conversation and dialogue structure, multi-turn interactions, and elegant error handling. Contribute to the expansion and ongoing improvements of our content design standards, design system, and resources for the global product team.

You Have

• 5 or more years of experience in content design, UX writing, or conversational UX, experience on virtual assistants or chatbots
• Experience using AI tools judiciously for generative content design, including prompt design.
• Hands-on experience creating and tuning content for small and large language models (SLMs and LLMs) used as the foundation of conversational designs and virtual assistant experiences. You are comfortable with NLP technologies, creating prompts, and tuning model responses to achieve accuracy in the content and the right tone. You're familiar with conversational AI tools (like Rasa, Amazon Lex, or Dialogflow) and understand how NLP/NLU systems influence the audience's experience.
• Cross-platform messaging knowledge. You have experience creating conversations for messaging apps or multi-channel environments. You understand the UX nuances of platforms like WhatsApp or WeChat (like quick-reply buttons, content-length limits, and rich media support) and adapt your work to them. Ideally, you also have experience creating experiences within third-party messaging services or SMS.
• Familiarity with UX product accessibility best practices.
• Experience working on global teams, including creating content for diverse international audiences, and working with localization and translation teams.
• An empathetic, customer-focused, and tenacious approach to your work!

Compensation Details

The starting base salary range for this position is typically $136,000 - $155,000. In the U.S., Remitly employees are shareholders in our Company and equity is part of our total compensation plan. Your recruiter can share more information about medical benefits offered, as well as other financial benefits and total compensation components offered with this role.

Our Benefits

• Flexible paid time off
• Health, dental, and vision + 401k plan with company matching
• Paid parental, medical, military and family care leave
• Mental Health & Family Forming Benefits
• Employee Stock Purchase Plan (ESPP)
• Continuing education and travel benefits

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Remitly is an E-Verify Employer

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.