Conversation Designer - Durban - Remitly

    Remitly
    Remitly Durban

    2 weeks ago

    Default job background
    Full time
    Description

    Are you keen to develop your design career?

    Do you enjoy innovating through technology?

    About our team

    LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today's top model creators for each individual legal use case.

    About the role

    The Conversation Designer/Global Customer Operations Digital Experience Designer is responsible for providing seamless digital-first customer experiences including chatbot and digital assistant design, across voice, email, and chat channels.  The role is responsible for crafting intuitive, engaging, and effective conversational experiences across AI-powered interfaces such as chatbots, voice assistants, and virtual agents to design dialogues that reflect brand voice, meet user needs, and deliver clear outcomes.

    Responsibilities:

    Conversation Design:

    • Design conversation flows, scripts, intents, and prompts for chatbots and voice assistants.

    • Apply principles of UX writing, turn-taking, tone, and personality to ensure natural interactions.

    • Create variations and handle edge cases, misunderstandings, and fallback scenarios.

    AI Training & Iteration:

    • Collaborate with data scientists and NLP engineers to define intents/entities and train language models.

    • Analyze conversational data and user feedback to refine flows and improve performance.

    Cross-functional Collaboration:

    • Partner with product managers, developers, UX researchers, and brand teams to align conversation design with user needs and business goals.

    • Support testing and validation of conversation designs through prototypes, A/B tests, and usability sessions.

    Content Strategy & Governance:

    • Develop and maintain conversational style guides, persona frameworks, and tone-of-voice guidelines.

    • Ensure compliance with accessibility, ethical AI, and inclusivity standards.

    Requirements:

    • 2–5+ years of experience in UX writing, conversation design, or chatbot/voice assistant development.

    • Familiarity with NLP/NLU platforms (e.g., Dialogflow, Rasa, IBM Watson, Microsoft Bot Framework).

    • Strong communication and storytelling skills with a user-centered mindset.

    • Experience mapping out dialogue trees, user journeys, and interaction models.

    • Understanding of linguistics, psychology, or human-computer interaction.

    • Experience with prototyping tools (e.g., Voiceflow, Botmock, Adobe XD).

    • Knowledge of markup or scripting languages (e.g., JSON, SSML, YAML).

    • Exposure to LLM-based systems (e.g., ChatGPT, Claude) and prompt engineering.

    Work in a way that works for you

    Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive. We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

    Working for you

    We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

    • Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits

    • Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan

    • Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs

    • Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity

    • Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits

    • Health Savings, Health Care, Dependent Care and Commuter Spending Accounts

    • Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

    About the business

    LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.

    Salary range

    To be added when data can be disclosed

    We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact

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    We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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