Senior Content Designer Job at Remitly, Inc. in Seattle

Overview At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we\'ve delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money. 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 meaningful work, join over 2,800 Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders. A variety of soft skills and experience may be required for the following role. Please ensure you check the overview below carefully. About the role We\'re seeking a senior UX content designer to join Remitly\'s growing content design practice. The role focuses on improving financial services for immigrants and their families worldwide, with emphasis on self-service experiences, including for our 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 closely in 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 culture. You will Create seamless cross-platform conversational content experiences: develop and refine content for end-to-end conversation flows that empower customers to send money across borders, across messaging platforms such as WhatsApp, iMessage, Facebook Messenger, and WeChat. Create and maintain content libraries to support efficiency, quality, and scaling. Create empathetic content for our virtual assistant: craft conversational scripts for Remitly\'s customer support virtual assistant and other experiences. Make it easy for users to get answers or resolve issues via chat, and hand off to human agents when needed. Iterate content based on product team feedback, customer feedback, metrics, and UX research insights. Optimize voice and tone: ensure content and messaging boost customer confidence with a respectful, customer-centric, and supportive tone. Deeply understand customer context to meet needs. Collaborate across teams and manage stakeholders: partner with product design, product management, and engineering to create a friction-free, customer-centric product experience. Work 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 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 alignment with Remitly\'s values and guidelines. Create content design and conversational UX standards: 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 ongoing improvements of 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, with 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. Comfortable with NLP technologies, creating prompts, and tuning model responses to achieve content accuracy and appropriate tone. Familiar with conversational AI tools (like Rasa, Amazon Lex, or Dialogflow) and understand how NLP/NLU systems influence the user experience. Cross-platform messaging knowledge: experience creating conversations for messaging apps or multi-channel environments. Understand UX nuances of platforms like WhatsApp or WeChat (quick-reply buttons, content-length limits, rich media support) and adapt work accordingly. Ideally also experience with third-party messaging services or SMS. Familiarity with UX product accessibility best practices including WCAG and EUAA. 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 work. Compensation and Benefits Compensation: The starting base salary range is typically $136,000 - $170,000. In the U.S., Remitly employees are shareholders in the Company and equity is part of the total compensation. Your recruiter can share more information about medical benefits and other compensation components. Benefits include: Flexible paid time off; Health, dental, and vision; 401k with company matching; Paid parental, medical, military and family care leave; Mental health and family forming benefits; Employee stock purchase plan (ESPP); Continuing education and travel benefits. Culture and equal opportunity Our Connected Work Culture fosters in-person collaboration, with an expectation of at least 50% in-office presence for corporate team members (typically three days a week). Managers may set higher expectations based on team needs. Remitly is an equal opportunity employer and is committed to nondiscrimination across our global organization and in all business operations. We celebrate diversity and are committed to creating an inclusive environment for all employees. Remitly is an E-Verify Employer. #J-18808-Ljbffr