Senior Conversational Content Designer & Language Architect

Job Description:

At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money— we're here to move our global customers forward.

We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that’s you and you're ready to do the most meaningful work of your career, we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

About the role:

Come join Remitly’s growing content design practice! We’re seeking a senior UX content designer to join our mission of improving the financial services for immigrants and their families worldwide. We're looking for a senior UX content conversation designer to focus on our self-service experiences, including for our award-winning virtual assistant, integrations with WhatsApp, and other high priority UX content design projects.

This is a content-focused role. The person in this role will collaborate side by side in close partnership with product design.
 

You'll report to the senior manager of product content and localization and play a key role in supporting content design team standards and team culture.

You will:

• Create seamless cross-platform conversational content experiences: Create and refine content for end-to-end conversation flows that empower customers to send money across borders. Messaging platforms will include WhatsApp, iMessage, Facebook Messenger, and WeChat, among others. Create and maintain content libraries to support efficiency, quality, and scaling.
   

• Create empathetic content for our virtual assistant: 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 to hand off to human agents when needed. Iteratively improve content based on product team feedback, customer feedback and metrics, and UX research insights.
   

• Optimize voice and tone: Ensure that content and messaging boosts customer confidence by reflecting a respectful, customer-centric, and supportive tone. Deeply understand the customer context to ensure customer needs are met.
   

• Collaborate across teams and manage stakeholders: 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 directly measure content impact.
   

• 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.
   

• Create content design and conversational UX standards: Help raise the bar for content design. Ensure content is clear, complete, concise, confidence-boosting, on-brand, and easy to translate. Define, document, and evangelize 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 and content systems, 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 engineering and GPT creation.

• 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 NL