Mid-Level UX Writer

Verity Group

. Optimize the customer journey and experience across automated communication channels, with a focus on WhatsApp and chatbots.

Posted 10/9/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in optimizing customer journeys through automated communication channels, particularly with chatbots and WhatsApp. Proficient in designing measurable user flows and tagging strategies to enhance user experience and drive business objectives.

Highest-signal resume keywords

Chatbot DesignUser Journey MappingData Tagging StrategyUsability TestingAgile Methodologies

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Chatbot DesignUser Journey MappingData Tagging StrategyUsability TestingA/B TestingHeuristic AnalysisConversational ArchitectureFlow ManagementCustomer Experience OptimizationBusiness Intelligence

Soft Skills

EmpathyCustomer-CentricityCommunication SkillsNegotiationResilienceAdaptabilityOrganizationLeadershipProactivity

Tools & Technologies

FigmaMiroChatbot PlatformsWhatsApp Business APIService Blueprints

Industry Keywords

Customer JourneyAutomated CommunicationConversational FlowsUser Experience MetricsDynamic Environments

About the role

Key responsibilities & impact

Optimize the customer journey and experience across automated communication channels, with a focus on WhatsApp and chatbots.
Develop an in-depth understanding of business processes and workflows.
Ensure the entire experience is traceable and measurable through data tagging (instrumentation) across the customer journey.
Design and thoroughly document tagging at each interaction point in the journey, identifying and measuring events and bottlenecks for data analysis and Business Intelligence.
Identify and redesign friction points, drop-offs, and repeated cycles in the journey.
Transform complex interactions into seamless, low-effort experiences.
Design flows that maximize automated resolution and ensure an efficient transition to human support, while maintaining the brand’s voice and personality.
Translate complex business objectives into simple, clear conversational architectures and user flows.
Turn data into insights to design more efficient, intuitive flows that drive greater satisfaction and conversion.

Requirements

What you’ll need

Empathy and Customer-Centricity: Ability to identify pain points and opportunities for improvement from the user’s perspective.
Communication and Interpersonal Skills: Ability to clearly present insights, advocate for proposals, and collaborate with technical and business stakeholders.
Negotiation and Persuasion: Ability to influence the roadmap and negotiate solutions that balance user experience, business objectives, and technical constraints.
Resilience and Adaptability: Ability to work in dynamic environments, respond to feedback, and iterate quickly.
Organization and Flow Management: Ability to document, organize, and manage conversational flows and user journeys.
Leadership and Proactivity: Initiative to conduct research, propose solutions, and serve as a UX reference within the team.
Experience designing chatbots, IVR systems, and WhatsApp journeys, including the creation of flows, scripts, and conversational personas.
Proficiency in tools and methodologies for mapping journeys, service blueprints, and highly complex flows.
Experience defining tagging strategies to measure UX and business metrics, such as Drop-off Rate, Success Rate, and Conversational CSAT.
Proficiency in Figma, Miro, or similar tools.
Experience with usability testing, A/B testing, and heuristic analysis.
Familiarity with chatbot platforms and WhatsApp Business APIs.
Ability to conduct qualitative and quantitative research, including interviews, conversational log analysis, and satisfaction surveys.
Experience working in agile squads (Scrum/Kanban) and collaborating with Product Owners (POs) and engineers.
Availability to work onsite two days per month in Barra Funda, São Paulo.
Experience with chatbot tagging and instrumentation.
This position is also open to candidates with disabilities.

Benefits

Comp & perks

Meal voucher
Food allowance
Home office allowance
Health insurance
Dental insurance
Life insurance
Birthday day off
TotalPass / Wellhub
Boon Saúde app
Discount partnerships
Partnerships with businesses and educational institutions
Welcome kit
Onboarding
Verity Learning
Verity Break
#VerityComVocê