UX Copywriter Conversational AI & Digital Experience Governance Location: Mexico CityWork Model: HybridHiring Model: FTEJob Description: Role SummaryThe 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 idóneo 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 ResponsibilitiesConversation Design & GovernanceDefine 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 ExperienceDesign, optimize, and govern conversational experiences for:ChatbotsVirtual AssistantsVoice InterfacesGenerative AI SolutionsCreate 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 CollaborationCollaborate 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 ImprovementDefine, measure, and track KPIs related to:Chatbot performanceCustomer engagementConversation effectivenessUser satisfactionAI adoptionConduct usability testing, customer research, customer journey analysis, and behavioral analytics reviews.Identify trends, opportunities, and areas for optimization within conversational experiences.Innovation & AI StrategyDrive innovation by evaluating emerging technologies, tools, frameworks,



and best practices in:Conversational AIUX WritingGenerative AIDigital Experience DesignPromote responsible AI governance, accessibility standards, and customer-centric design principles throughout the organization.Required QualificationsEducationBachelor's or Master's degree in:CommunicationLinguisticsHuman-Computer Interaction (HCI)UX DesignComputer ScienceMarketingOr a related disciplineProfessional ExperienceMinimum 5+ years of experience in one or more of the following areas:Conversation DesignUX WritingContent StrategyDigital Experience ManagementConversational AIProven experience designing conversational interfaces for customer-facing AI solutions.Required SkillsConversational Design and Dialogue StrategyUX Writing and Content StrategyTaxonomy Design and Information ArchitectureContent Governance and Language StandardsChatbot and Virtual Assistant DesignCustomer Experience (CX) OptimizationNLP (Natural Language Processing)Generative AI and Large Language Models (LLMs)Prompt EngineeringUser Research and Usability TestingStakeholder Management and Cross-Functional CollaborationPreferred SkillsKnowledge of AI Governance frameworks and Responsible AI principles.Experience with conversational AI platforms such as:Microsoft Copilot StudioGoogle DialogflowIBM Watson AssistantAmazon LexSimilar AI/Conversational PlatformsProficiency in:Customer Journey MappingUX MethodologiesDesign ThinkingService DesignExperience within:TelecommunicationsDigital ServicesCustomer-Facing Technology Organizations

📌 Ux Copywriter Conversational Ai (Xico)
🏢 Net2Source (N2S)
📍 Xico