Job Summary: We are looking for a professional to architect complex conversational flows, curate knowledge bases, and ensure brand communication consistency. Key Highlights: 1. Design conversational flows and multichannel customer journeys 2. Ensure consistency in brand communication and language 3. Collaborate with Product, Engineering, and Data teams When you think about your career, what comes to mind? Purpose? Collaboration? Being the protagonist who makes a difference? At PagBank, we have all that—and much more. We’re seeking people who proudly wear our jersey—individuals eager to simplify people’s financial lives and drive business growth! Ready for a career that delivers greater returns? **Check out this opportunity and \#JoinPagBank!** **Responsibilities and Duties** * Architect complex conversational flows and multichannel customer journeys, applying Service Design principles. * Curate knowledge bases, ensuring AI-consulted data sources are up-to-date and well-structured. * Conduct end-to-end curation: analyze conversation volume, gather requirements, model intents and entities, refine flows, and produce technical documentation. * Ensure brand consistency, tone of voice, and language across all touchpoints. * Contribute to content governance and dissemination of best practices by creating guidelines and frameworks. * Create prototypes and documentation using tools such as Figma. * Analyze metrics and data to support decision-making and optimize flows; monitor performance (CSAT, retention, abandonment, etc.) and propose continuous improvements. * Collaborate with Product, Engineering, and Data teams to integrate AI and deliver viable, scalable solutions. **Requirements and Qualifications** * Bachelor’s degree in Design, Communications, Languages, or related fields. * Experience designing conversational flows (chatbots, virtual assistants, voice interfaces). * Strong analytical ability to interpret conversation logs and translate qualitative data into design improvements. * Solid knowledge of Service Design and customer journey mapping. * Proficiency in UX Writing and adapting language for diverse audiences and channels. * Experience with prototyping tools (e.g., Figma) and familiarity with Information Architecture and Accessibility principles. * Familiarity with methodologies such as Design Thinking. * Knowledge of generative AI, NLP, and prompt engineering. **Additional Information** **To stand out in this role, it would be great if you also have:** * Experience in content curation and managing tone of voice across multiple channels. * Knowledge of performance metric analysis and conversation log analysis. * Familiarity with conversational AI platforms. * Basic understanding of API integrations and automated curation. You might know us from our payment terminals or memorable commercials—but we’re much more than that! Every day, we build products and solutions inspired by our purpose: simplifying people’s and businesses’ financial lives. We strive to transform how people manage money—opening new possibilities for them to achieve their dreams. **How do we do it?** **With People** We’re a team that plays together! We value all forms of diversity—race/ethnicity, gender, age, origin, disability, sexual orientation, family composition, and aesthetics. **With Technology** Disruption and innovation are in our DNA: we’re part of UOL Group, a 100% Brazilian company, internet pioneer since 1996, transforming people’s lives for over two decades. **With One Culture** We have a strong, unique culture that propels us further—to keep growing and sustaining our business. **We are one of the largest digital banks in the country and one of the most profitable fintechs in the sector.** **To experience all this, you’ll receive a comprehensive benefits package that truly makes a difference:** * Meal allowance and/or food voucher. * Health and dental insurance. * Life insurance. * Partnerships with TotalPass and ZenKlub. * Extended maternity and paternity leave. * Childcare allowance. * Up to 50% discount on postgraduate programs and MBAs from top institutions, including FIA, FAAP, and PUCRS. **And more:** * No dress code: wear whatever makes you feel comfortable and confident. * \#HappyBirthday: Birthday day off. * Baby Gift: gift for newborns. **Ready for a career that delivers greater returns?** Join our unbeatable team! **\#JoinPagBank.**