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:

We're seeking a Senior UX Content Designer to join our mission of improving the financial services for immigrants and their families worldwide. Specifically, we're looking for a senior UX content conversation designer to focus on our customer-centric self-service experiences, including for our award-winning virtual assistant, integrations with WhatsApp, and other high priority UX content design projects.

You'll report to the senior manager of product content and be a key contributor to the content design team standards and team culture.

You Will:

• Cross-platform conversational content experiences: Create and refine content for end-to-end conversation flows that empower customers to send money across borders through messaging platforms like WhatsApp, iMessage, Facebook Messenger, and WeChat. Create content libraries to support efficiency and scaling.
• Empathetic support dialogue content: 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 hand off to human agents when needed. Iteratively improve content based on product team feedback, customer feedback and metrics, and UX research insights.
• 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.
• Voice, tone, and consistency: Ensure the UX content reflects Remitly's brand and product voice and tone best practices and creates a warm, respectful, and supportive tone. Ensure messaging meets customers' needs by customer's context.
• Cross-team collaboration: 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 measure content impact.
• Content design and conversational UX standards: Help set and raise the standards for content design by ensuring content is clear, complete, concise, conversational, accessible, on-brand, and easy to translate for our customers. Define and document 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 system, 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 design.
• 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 NLP/NLU systems influence the audience's experience.
• Cross-platform messaging knowledge. You have experience creating conversations for messaging apps or multi-channel environments. You understand the UX nuances of platforms like WhatsApp or WeChat (like quick-reply buttons, content-length limits, and rich media support) and adapt your work to them. Ideally, you also have experience creating experiences within third-party messaging services or SMS.
• Familiarity with UX product accessibility best practices.
• Experience working on global teams, including creating content for diverse international audiences, and working with localization and translation teams.
• An empathetic, customer-focused, and tenacious approach to your work!

Compensation Details. The starting base salary range for this position is typically $136,000 - $155,000. In the U.S., Remitly employees are shareholders in our Company and equity is part of our total compensation plan. Your recruiter can share more information about medical benefits offered, as well as other financial benefits and total compensation components offered with this role. #LI-Hybrid

Our Benefits:

• Flexible paid time off
• Health, dental, and vision + 401k plan with company matching
• Paid parental, medical, military and family care leave
• Mental Health & Family Forming Benefits
• Employee Stock Purchase Plan (ESPP)
• Continuing education and travel benefits
   

Our Connected Work Culture: Driving Innovation, Together
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At Remitly, we believe that true innovation sparks when we come together. Our "Connected Work Culture" fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team’s specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.

At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations.

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.
 

Remitly is an E-Verify Employer

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.