UX Copywriter Conversational AI & Digital Experience Governance Location: Mexico City
Work Model: Hybrid
Hiring Model: FTE

Job Description:
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

📌 UX Copywriter Conversational AI (Ciudad de México)
🏢 Net2Source (N2S)
📍 Ciudad de México