Content Designer (Conversational Interfaces)

Encora • Boston, MA

3d • Remote

About The Position

We are seeking a Content Designer that can help determine the right content to deliver to the right user in the right place at the right time. They will identify what content is needed to deliver an exceptional user experience and create the content as needed while ensuring that it is findable, easy-to-understand, and actionable for our users. This includes conducting research and analyses to evaluate content effectiveness and to identify opportunities to improve content across the user journey. The Content Designer will be able to leverage emerging AI technologies and conversational design principles to create and optimize content experiences. Collaborate with AI specialists, product designers, product owners, and engineers to develop conversational interfaces for products such as chatbots and virtual assistants. The ideal candidate will have a strong UX portfolio that demonstrates the ability to translate complex concepts into clear and concise experiences that improve business results. Strong collaboration and influencing skills are critical for success in this role.

Requirements

• Bachelor's degree in English, Communications, Journalism, or a related field, or equivalent work experience.
• 3-5 years professional writing and editing experience in digital and online platforms.
• A strong portfolio of written work that demonstrates business impact and results.
• Experience using methodologies such as Agile, Design Thinking, Lean UX, and Lean Startup.
• Experience leading content initiatives from ideation through implementation.
• Exceptional written and oral communication skills.
• Ability to present projects and status reports to team leadership.
• Strong organization and analytic thinking skills, with ability to translate content into a variety of artifacts and documentation.
• Proven track record of collaborating effectively with cross-functional teams.
• Knowledge of AI-powered content tools and platforms, including content personalization and recommendation systems, and how they can be applied in content strategy.
• Experience with conversational UX design principles, including chatbot dialogue design, intent recognition, and natural language generation.
• Adaptability to rapidly adopt new digital technologies and integrate them into content workflows.

Nice To Haves

• Familiarity with conversational design frameworks and tools (such as Google Dialogflow, Microsoft Bot Framework, or Rasa) is a plus.

Responsibilities

• Implement content strategy for a dedicated workstream or functional area, collaborating heavily with product teams in the planning and development of digital solutions.
• Proactively initiate user research to explore undefined problems and identify strategic opportunities for content optimization.
• Leverage and conduct customer research, personas, journey maps, and site data to develop content strategies that target user needs and support business goals.
• Identify the need for additional customer research and propose testing ideas.
• Utilize your information architecture (IA) skills to ensure that users across the organization can easily find and interact with the content experience.
• Write concise, engaging UX content that adheres to brand guidelines for tone and voice, contributes to development of language best practices for the given channel/medium.
• Shape ideas for large, cross-functional projects based on user and business insight, resulting in business content strategies.
• Continuously seek and integrate user feedback and test results to optimize content.
• Provide mentorship to other UX disciplines to ensure design solutions meet customer needs; daily.
• Utilize AI-powered content tools and analytics platforms to enhance content personalization, optimize content delivery, and identify content gaps based on user behavior and intent data.
• Design and strategize content for conversational interfaces including chatbots, virtual assistants, and voice-activated systems by applying conversational UX principles and dialog management best practices.
• Collaborate with AI engineers and product teams to create and refine conversational content flows that ensure natural, contextually relevant, and brand-aligned interactions.
• Analyze conversational data and user interactions from chatbots and voice interfaces to continuously improve content effectiveness and user satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees