Conversational Designer

Brightway Insurance

Charlotte, NC

Full Time

Senior

22 days ago

Job Description

About the Role

Brightway established in 2008 is one of the largest privately owned property and casualty insurance distribution companies in the US, with more than 350 agencies in 38 states and over 14 billion in annual premiums. It is a purpose and core value driven organization that provides a blueprint for a future-proofed life. Brightway supports agency owners through back office marketing, ongoing learning and development, and proprietary technology to enhance client connections, deepen relationships, and drive success. The company fosters a diverse, inclusive workplace committed to innovation, collaboration, and community reflection.

Key Responsibilities

Design conversational flows and content for AI-driven bots, voice, SMS, and chat interfaces, aligning with user needs and business goals.
Evaluate the quality of conversations with interfaces driven by generative AI.
Work closely with engineers and advise on AI system prompts.
Write and refine microcopy for Brightway's customer portal notifications, emails, and other digital interfaces.
Collaborate with designers, product managers, engineers, marketing, and legal teams to ensure accurate, on-brand content.
Own and maintain voice and tone guidelines to support scalable, consistent messaging.
Test, learn, and iterate on content based on user feedback and performance metrics.
Proactively identify content gaps and opportunities to improve the end-to-end customer experience.

Requirements

13 years of experience in UX writing, content design, copywriting, customer communications, or a related field.
Portfolio or samples demonstrating clear, empathetic writing for digital products or users.
Familiarity with UX principles, user-centered design, or accessibility, even if informal or self-taught.
Interest in designing for voice chat or AI-powered experiences; no prior experience required, just a desire to grow.
Strong writing, editing, and storytelling skills with excellent attention to detail.

Nice to Have

Coursework, self-study, or projects in conversation design or AI interfaces.
Experience using tools like Figma, Miro, or chatbot platforms.

Qualifications

Experience in UX writing, content design, copywriting, or related fields.

Working at Brightway Insurance

Brightway is committed to creating a diverse and inclusive workplace that values and respects contributions from all individuals. They believe a diverse workforce fosters innovation, creativity, and collaboration, and they are dedicated to reflecting this in their hiring, promotion, and training practices.

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