UX Copywriter Conversational AI & Digital Experience Governance

Role Summary

The Conversational AI & Digital Experience Governance Lead is responsible for designing, defining, and governing the taxonomy, language standards, and conversational experiences across Totalplay’s digital products and AI-powered agents. This role ensures that customer interactions are intuitive, consistent, brand-aligned, and optimized to deliver exceptional user experiences while supporting business objectives.

The adecuado candidate combines expertise in Conversation Design, UX Writing, Content Strategy, Conversational AI, and Digital Experience Governance to drive enterprise-wide standards and innovation across digital channels.

Key Responsibilities

Conversation Design & Governance

- Define and maintain enterprise-wide taxonomy, nomenclature, content standards, and conversational design frameworks for digital products and AI-powered agents.
- Establish governance processes to ensure consistency in language, tone, terminology, and interactions across web, mobile, chatbot, voice, and AI-driven channels.
- Develop and enforce standards for conversational experiences, ensuring alignment with customer experience strategies and brand guidelines.
- Govern AI-generated content and conversational outputs to ensure quality, consistency, accuracy, compliance, and responsible AI practices.

Conversational AI & User Experience

- Design, optimize, and govern conversational experiences for:
- Chatbots
- Virtual Assistants
- Voice Interfaces
- Generative AI Solutions

- Create and manage conversation flows, intents, entities, prompts, response structures, and dialogue strategies.




- Partner with product and engineering teams to implement scalable conversational experiences that improve customer engagement and task completion.
- Continuously enhance digital experiences through customer insights, analytics, and experimentation.

Cross-Functional Collaboration

- Collaborate with Product, UX/UI, Marketing, Customer Experience, Technology, and Business teams to align customer journeys with strategic objectives.
- Lead workshops and discussions on digital experience improvements, conversational design standards, and AI adoption strategies.
- Influence enterprise-wide decisions regarding customer experience, content governance, and AI-powered interactions.

Analytics & Continuous Improvement

- Define, measure, and track KPIs related to:
- Chatbot performance
- Customer engagement
- Conversation effectiveness
- User satisfaction
- AI adoption

- Conduct usability testing, customer research, customer journey analysis, and behavioral analytics reviews.
- Identify trends, opportunities, and areas for optimization within conversational experiences.

Innovation & AI Strategy

- Drive innovation by evaluating emerging technologies, tools, frameworks, and best practices in:
- Conversational AI
- UX Writing
- Generative AI
- Digital Experience Design

- Promote responsible AI governance, accessibility standards,



and customer-centric design principles throughout the organization.

Required Qualifications

Education

- Bachelor’s or Master’s degree in:
- Communication
- Linguistics
- Human-Computer Interaction (HCI)
- UX Design
- Computer Science
- Marketing
- Or a related discipline

Professional Experience

- Minimum 5+ years of experience in one or more of the following areas:
- Conversation Design
- UX Writing
- Content Strategy
- Digital Experience Management
- Conversational AI

- Proven experience designing conversational interfaces for customer-facing AI solutions.

Required Skills

- Conversational Design and Dialogue Strategy
- UX Writing and Content Strategy
- Taxonomy Design and Information Architecture
- Content Governance and Language Standards
- Chatbot and Virtual Assistant Design
- Customer Experience (CX) Optimization
- NLP (Natural Language Processing)
- Generative AI and Large Language Models (LLMs)
- Prompt Engineering
- User Research and Usability Testing
- Stakeholder Management and Cross-Functional Collaboration

Preferred Skills

- Knowledge of AI Governance frameworks and Responsible AI principles.
- Experience with conversational AI platforms such as:
- Microsoft Copilot Studio
- Google Dialogflow
- IBM Watson Assistant
- Amazon Lex
- Similar AI/Conversational Platforms

- Proficiency in:

- Customer Journey Mapping
- UX Methodologies
- Design Thinking
- Service Design

- Experience within:

- Telecommunications
- Digital Services
- Customer-Facing Technology Organizations

Location: Mexico

Work Model: Hybrid

Hiring Model: FTE

Client: Grupo Salinas

Pay Rate: Mexico Market

📌 UX Copywriter (México)
🏢 LTIMindtree
📍 México