Verity Group is a digital transformation and innovation consulting firm helping companies turn technology into practical business outcomes. Its work spans artificial intelligence migration, hyperautomation, cybersecurity, and digital engineering, combining strategic guidance with hands-on delivery from initial planning through implementation. With a focus on depth and tailored solutions, Verity Group works with ambitious organizations to improve efficiency and advance their technology capabilities.
Mid-Level UX Writer in São Paulo (Hybrid)
UX Writer at Verity Group, a digital transformation and engineering consultancy, focused on conversational journeys, data instrumentation, WhatsApp, and chatbots.
Description
- Improve customer journeys and experiences across automated channels, particularly WhatsApp and chatbots.
- Build a detailed understanding of business processes and workflows.
- Make customer journeys measurable and traceable through data tagging and instrumentation.
- Define and document tags for every interaction, identifying events and bottlenecks for analytics and Business Intelligence.
- Find and redesign journey friction, drop-off points, and recurring cycles.
- Simplify complex interactions into seamless, low-effort experiences.
- Create flows that increase automated resolution and support efficient handoffs to human agents while preserving brand voice and personality.
- Convert complex business goals into clear conversational architectures and user flows.
- Use data-driven insights to create more intuitive, efficient flows that improve satisfaction and conversion.
Requirements
- Demonstrate empathy and customer focus by identifying user pain points and improvement opportunities.
- Communicate insights clearly, champion proposals, and collaborate with technical and business stakeholders.
- Influence roadmap decisions and negotiate solutions that balance user needs, business goals, and technical constraints.
- Adapt well to dynamic environments, incorporate feedback, and iterate quickly.
- Document, organize, and manage conversational flows and user journeys effectively.
- Show initiative through research and solution development, and act as a UX reference for the team.
- Have experience designing chatbots, IVR systems, and WhatsApp journeys, including flows, scripts, and conversational personas.
- Use tools and methods for mapping journeys, service blueprints, and complex flows.
- Define tagging strategies for UX and business metrics such as Drop-off Rate, Success Rate, and Conversational CSAT.
- Be proficient with Figma, Miro, or comparable tools.
- Have experience with usability testing, A/B testing, and heuristic evaluation.
- Understand chatbot platforms and WhatsApp Business APIs.
- Conduct qualitative and quantitative research, including interviews, conversational log analysis, and satisfaction surveys.
- Have experience in agile squads using Scrum or Kanban and collaborating with Product Owners and engineers.
- Be available to work onsite two days per month in Barra Funda, São Paulo.
- Have experience with chatbot tagging and instrumentation.
- Candidates with disabilities are also encouraged to apply.
Benefits
- Meal voucher
- Food allowance
- Home office allowance
- Health insurance
- Dental insurance
- Life insurance
- Birthday leave
- TotalPass / Wellhub
- Boon Saúde app
- Discount partnerships
- Partnerships with businesses and educational institutions
- Welcome kit
- Onboarding support
- Verity Learning
- Verity Break
- #VerityComVocê