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"Design creates culture. Culture shapes values. Values determine the future."
— Robert L. Peters
M
The role focuses on improving customer experience through the creation and optimization of instructional and conversational content. Responsibilities include analyzing data, mapping customer journeys, and proposing communication solutions to enhance efficiency.
Responsibilities
- Act with focus on improving the customer experience through the creation and optimization of instructional and conversational content
- Produce and review texts for knowledge bases, chatbots, FAQs, and self-service flows
- Ensure clarity, coherence, and consistent tone of voice in all customer contact points
- Analyze operating data, CX indicators, and customer voice to identify content gaps and communication improvement opportunities
Requirements
- Experience with mapping and redesigning processes
- Vivencia with knowledge bases and instructional design or UX Writing
- Capacity for language adaptation for different audiences and channels
- Basic to intermediate knowledge of Continuous Improvement tools
- Higher education completed in Communication, Administration, Design Instruction, Letters, Engineering, Systems Information or related areas
Key Skills
- UX Writing
- Instructional design
- Conversational design
- Content strategy
- Collaboration
Benefits
- Meal and food card benefits
- Wellhub (former Gympass)
- National health plan with coparticipation
- Odontological plan SulAmérica
- Life insurance MetLife
- Program of advantages with discounts in establishments
- Monthly subsidy for electricity and internet costs (for home office)
About Madeiramadeira
MadeiraMadeira is a company that believes in reinventing and transforming the way people build and live in their homes, with a focus on customer experience and innovation.
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