Customer Experience Designer

📍 Job Overview

Job Title: Customer Experience Designer (Conversational & Agentic) — Banking & Retail

Company: Jelou AI

Location: Guayaquil, Ecuador; Buenos Aires, Argentina; Quito, Ecuador; Mexico City, Mexico; Bogota, Colombia

Job Type: Full-time

Category: Revenue Operations / GTM Operations / Customer Experience Design

Date Posted: February 18, 2026

Experience Level: Mid-Senior (2-5 years)

Remote Status: On-site

🚀 Role Summary

• Design and optimize end-to-end conversational AI experiences, primarily leveraging WhatsApp, to facilitate critical banking and retail transactions.

• Drive tangible business outcomes through enhanced self-service, improved conversion rates, sustained adoption, and high customer satisfaction.

• Employ a continuous improvement methodology, grounded in data analysis, experimentation, and adherence to quality standards for sensitive financial contexts.

• Act as a key liaison between design, product, technology, and operations teams to ensure seamless user interactions and robust business performance.

📝 Enhancement Note: This role, while titled "Customer Experience Designer," has a strong operational and GTM focus. The responsibilities clearly align with optimizing customer journeys within a conversational AI framework, directly impacting revenue generation and operational efficiency for clients in the banking and retail sectors. The emphasis on data, metrics, and business outcomes positions it within the broader GTM and RevOps ecosystem.

📈 Primary Responsibilities

• Conversational & Agentic Design: Audit real conversations (logs, transcripts, journeys) to identify friction points, loops, errors, and automation opportunities.

• Flow Design & Optimization: Design and refine conversational flows, including intents, prompts, context recovery, confirmations, microcopy, tone, structure, and next best actions.

• Trust, Transparency & Security: Define and implement patterns for trust, transparency, security, and responsible data handling, especially crucial in banking contexts.

• WhatsApp Component Integration: Strategically decide and design the use of open conversation versus structured flows and native WhatsApp components (lists, buttons, carousels) to expedite task completion and reduce ambiguity.

• User Journey Mapping & Analysis: Map and analyze complex customer journeys (onboarding, payments, support, account management, purchases, etc.) to identify areas for UX improvement.

• Metric Definition & Measurement: Define key performance indicators for conversational experiences, including funnels, drop-off rates, containment, handoff, CSAT/NPS, resolution time, re-contact rates, and conversion.

• Experimentation & A/B Testing: Propose and execute experiments related to conversational UX, copy, prompts, guardrails, and flow redesign to drive measurable improvements.

• Backlog Prioritization: Lead the prioritization of a backlog based on user and business impact, effort, and risk, ensuring alignment with strategic objectives.

• AI Quality & Governance: Define agent behavior guardrails (limits, tone, policies, escalation criteria) and collaborate on systems for conversational quality evaluation (rubrics, QA, release checklists).

• Stakeholder Management & Workshops: Facilitate workshops with senior client stakeholders to understand journeys, objectives, constraints, risks, and KPIs.

• Executive Presentation: Present design proposals with an executive narrative, supported by evidence, projected impact, and key metrics.

• Internal Collaboration: Translate client needs into actionable requirements (user stories, acceptance criteria, edge cases) for product and engineering teams.

• Release Support: Accompany deployments with QA, release checklists, stabilization monitoring, and continuous iteration.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design thinking and tactical execution, with a strong emphasis on data-driven decision-making and measurable business impact. This is characteristic of roles that bridge product design with operational outcomes, common in GTM and RevOps functions focused on customer lifecycle optimization.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio and demonstrable experience are prioritized over formal education.

Experience:

• Minimum 4 years of experience in UX Design or Product Design.

• Demonstrated experience designing complex customer journeys such as onboarding, payments, support, account management, purchases, order tracking, or returns.

• Proven track record of working with enterprise clients in sectors like banking, fintech, retail, or e-commerce.

Required Skills:

• Conversational Design: Expertise in designing natural and effective conversational flows for chatbots, virtual assistants, or messaging platforms.

• Agentic Design: Understanding and ability to design AI agents that can execute tasks reliably and safely.

• UX Design Principles: Solid foundation in user experience design principles and best practices.

• Product Design: Ability to think holistically about the product lifecycle and user needs.

• WhatsApp Components: Proficiency in leveraging native WhatsApp features like Lists, Buttons, Carousels, and Flows for optimized user interaction.

• Flow Optimization: Skill in streamlining and improving conversational and user flows for efficiency and effectiveness.

• Prompt Engineering: Understanding of how to craft effective prompts for generative AI and LLMs to guide agent behavior.

• Data Analysis & Metrics: Ability to define, track, and analyze key metrics (funnels, conversion, CSAT, NPS, drop-off rates) to inform design decisions.

• Experimentation & A/B Testing: Experience in designing and executing controlled experiments to validate design hypotheses.

• Conversation Auditing: Skills in reviewing and analyzing conversation logs to identify issues and opportunities.

• Stakeholder Management: Excellent ability to engage with and influence senior stakeholders, including clients.

• Written & Verbal Communication: Exceptional communication skills, with the ability to articulate complex ideas clearly and persuasively to diverse audiences.

• Customer Journey Mapping: Proficiency in mapping and analyzing customer journeys to identify pain points and opportunities.

• Microcopy & UX Writing: Strong ability to craft clear, concise, and effective microcopy for conversational interfaces.

• Error Handling & Fallbacks: Experience designing robust error handling and fallback mechanisms.

Preferred Skills:

• Experience in conversation design for chatbots, WhatsApp, voicebots, or IVR systems.

• Familiarity with generative AI, Large Language Models (LLMs), their evaluation, risk control, and guardrail implementation.

• Experience with conversational analytics or observability tools.

• Knowledge of banking or retail industry specific customer journeys and operational processes.

• Understanding of payment processing, identity verification, or credit flow integrations within conversational interfaces.

📝 Enhancement Note: The "Required Skills" section has been expanded to include specific operations-relevant competencies like "Agentic Design," "Flow Optimization," "Data Analysis & Metrics," and "Experimentation," which are critical for driving operational efficiency and revenue in this role. The preferred skills also highlight advanced AI and analytics capabilities relevant to modern GTM operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Impactful Case Studies: Showcase 2-3 detailed case studies demonstrating complex problem-solving within customer journeys, ideally in banking, fintech, or retail.

• Measurable Results: Clearly articulate the business impact of your design decisions, supported by quantitative metrics (e.g., increased conversion rates, reduced customer effort, higher CSAT, improved operational efficiency).

• Process Documentation: Illustrate your design process, from initial research and ideation through to iteration and measurement. Highlight how data and user feedback informed your decisions.

• Conversational Design Examples: Include specific examples of conversational flows, prompt designs, or the strategic use of WhatsApp components (buttons, lists, carousels) and explain the rationale behind your choices.

• Problem-Solution Framing: Clearly define the problem you were solving, your proposed solution, the constraints you worked under, and the outcome achieved.

Process Documentation:

• Workflow Design & Optimization: Demonstrate experience in mapping existing customer journeys, identifying bottlenecks, and designing optimized conversational workflows.

• System Integration Considerations: Show understanding of how conversational experiences integrate with backend systems (e.g., CRM, payment gateways, identity verification) and the implications for design.

• Data-Driven Iteration: Provide examples of how you've used data analytics, user feedback, or A/B testing results to iterate on and improve designs post-launch.

• Standardization & Scalability: Illustrate how your designs consider consistency, scalability, and adherence to brand guidelines and operational standards.

📝 Enhancement Note: The portfolio requirements are tailored to emphasize the operational and GTM aspects of the role. The focus on "Measurable Results," "Process Documentation," "Conversational Design Examples," and "Data-Driven Iteration" directly aligns with the expectations for roles that drive business outcomes through optimized customer experiences.

💵 Compensation & Benefits

Salary Range: $60,000 - $85,000 USD per year (estimated).

Estimated Salary Rationale: Based on industry benchmarks for mid-senior UX/Product Designers with 4+ years of experience specializing in conversational AI and enterprise client work in LATAM markets (Mexico, Colombia, Ecuador, Argentina). This range accounts for the specialized skill set, the on-site work requirement in potentially high-cost urban centers within these countries, and the impact on revenue-generating operations.

Benefits:

• Competitive salary and potential for performance-based bonuses.

• Comprehensive health insurance coverage.

• Opportunities for professional development, including training in AI, conversational design, and product management.

• Generous paid time off and holidays.

• Potential for stock options or equity in a rapidly growing AI company.

• Access to cutting-edge AI technologies and tools.

• Collaborative and innovative work environment.

Working Hours: 40 hours per week, with potential for flexibility depending on project needs and location.

📝 Enhancement Note: The salary estimate is based on a blend of LATAM market rates for skilled tech professionals and the specialized nature of conversational AI design, considering the on-site requirement. The benefits are inferred to be competitive for a tech startup aiming to attract top talent in the AI space.

🎯 Team & Company Context

🏢 Company Culture

Industry: Artificial Intelligence (AI), FinTech, Conversational AI, SaaS.

Company Size: Jelou AI is a growing startup, likely employing between 50-200 professionals, indicated by its focus on scaling operations and processing significant financial transactions.

Founded: Jelou AI was founded in 2021, positioning it as an innovative and agile player in the AI and fintech landscape.

Team Structure:

• The Customer Experience Designer will likely be part of a Product or Design team, working closely with Product Managers, AI Engineers, Conversational Designers, and Data Analysts.

• Reporting will likely be to a Head of Product, Design Lead, or CX Lead, with direct collaboration with client-facing teams (Account Management, Sales).

Methodology:

• Jelou AI operates with a strong emphasis on data-driven decision-making, leveraging real conversation data to refine AI models and user experiences.

• Agile methodologies are likely employed for product development and iterative design processes.

• A focus on continuous improvement, experimentation, and robust quality assurance is central to their operations, especially given the sensitive nature of financial transactions.

Company Website: https://jelou.ai/

📝 Enhancement Note: The company context suggests a dynamic startup environment focused on cutting-edge AI solutions for critical business operations. The emphasis on data, iteration, and client success implies a results-oriented culture where operational excellence is paramount.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level to senior individual contributor, requiring significant autonomy and expertise. It offers a pathway to becoming a subject matter expert in conversational AI UX and agentic design within the financial and retail sectors.

Reporting Structure: The designer will likely report to a design or product leadership role, with significant interaction and collaboration across product management, engineering, and client-facing teams. This structure promotes cross-functional influence.

Operations Impact: The role has a direct and measurable impact on Jelou AI's clients' operational efficiency and revenue generation. By optimizing conversational customer journeys, the designer contributes to increased transaction volumes, reduced operational costs (e.g., lower call center loads), and enhanced customer loyalty, all of which are critical GTM and RevOps metrics.

Growth Opportunities:

• Specialization: Deepen expertise in conversational AI, prompt engineering, and specific industry verticals (banking, retail).

• Leadership: Progress into a Lead Designer role, managing a team of designers, or a Product Management track focusing on conversational AI products.

• Strategic Influence: Contribute to defining the company's overall AI experience strategy and best practices.

• Mentorship: Mentor junior designers and contribute to building the company's design and CX capabilities.

• Industry Recognition: Opportunity to work on innovative projects that could lead to industry recognition and thought leadership.

📝 Enhancement Note: The growth analysis emphasizes the potential for specialization and leadership within the rapidly evolving field of conversational AI and its application in operational contexts. The impact on revenue and efficiency is highlighted as a key driver for career advancement.

🌐 Work Environment

Office Type: This is an on-site role, suggesting a physical office environment designed for collaboration. It's likely to be a modern, dynamic workspace typical of a tech startup, facilitating team interaction and focused work.

Office Location(s): The role is available in multiple major LATAM cities: Guayaquil (Ecuador), Buenos Aires (Argentina), Quito (Ecuador), Mexico City (Mexico), and Bogota (Colombia). Candidates can choose their preferred location.

Workspace Context:

• Collaborative Environment: Expect an open, collaborative atmosphere where cross-functional teams regularly interact to solve complex problems.

• Technology-Rich: Access to the latest AI tools, design software, and collaboration platforms will be provided.

• Team Interaction: Frequent opportunities to engage with product managers, engineers, data scientists, and other designers, fostering a strong sense of team and shared purpose.

• Client Interaction: Regular engagement with enterprise clients, providing exposure to diverse business challenges and strategic discussions.

Work Schedule: Standard full-time hours (e.g., 40 hours/week), with potential for some flexibility to accommodate project deadlines or client needs. The on-site requirement ensures consistent team presence and direct collaboration.

📝 Enhancement Note: The description of the work environment emphasizes collaboration and access to technology, crucial for a role involving complex AI design and cross-functional operations. The multiple location options offer flexibility within an on-site framework.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: A brief call with a recruiter to assess basic qualifications, experience, and cultural fit.

2. Hiring Manager Interview: In-depth discussion with the hiring manager focusing on your experience, design philosophy, and understanding of conversational AI and GTM operations.

3. Portfolio Review & Design Challenge: A session where you present your portfolio, highlighting impactful case studies. You may also be given a design challenge or a take-home assignment to assess your problem-solving skills and design approach for a conversational scenario.

4. Cross-Functional Team Interviews: Meetings with potential peers and stakeholders from product, engineering, or client success teams to evaluate collaboration skills and technical understanding.

5. Final Round: Potential discussion with senior leadership to assess strategic thinking and alignment with company vision.

Portfolio Review Tips:

• Quantify Impact: For each case study, clearly state the problem, your role, the solution, and the measurable business impact (e.g., "Increased payment completion rate by 15%", "Reduced support ticket volume by 10%").

• Showcase Process: Walk through your design process, explaining why you made certain decisions. Use visuals like journey maps, flow diagrams, wireframes, and interactive prototypes.

• Highlight Conversational Elements: Specifically showcase your work with conversational flows, prompt design, and the strategic use of WhatsApp components. Explain your rationale for choosing specific UI elements or conversational strategies.

• Focus on Operations Alignment: Frame your contributions in terms of how they supported business objectives, improved operational efficiency, and drove revenue for your previous employers or clients.

• Tel a Story: Structure your presentation as a narrative, guiding the interviewers through your problem-solving journey and the successful outcomes.

Challenge Preparation:

• Understand the Context: If given a design challenge, thoroughly understand the business goals and user needs presented.

• Focus on Core Principles: Apply established UX and conversational design principles. Think about clarity, efficiency, trust, and error handling.

• Leverage WhatsApp Components: Consider how native WhatsApp features could be best utilized to solve the problem.

• Outline Measurable Outcomes: Think about the key metrics you would track to determine the success of your proposed solution.

• Prepare for Q&A: Be ready to explain your design choices, trade-offs, and potential next steps.

📝 Enhancement Note: The interview process and portfolio review tips are specifically tailored to a role emphasizing GTM and RevOps outcomes, with a strong emphasis on demonstrating measurable business impact and strategic thinking within conversational AI.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe XD, or similar tools for wireframing, UI design, and prototyping.

• Conversational AI Platforms: Experience with platforms like Dialogflow, Rasa, Microsoft Bot Framework, or proprietary Jelou AI tools is a plus.

• Collaboration Tools: Slack, Microsoft Teams for day-to-day communication.

• Project Management: Jira, Asana, Trello for task tracking and workflow management.

Analytics & Reporting:

• Web/Product Analytics: Google Analytics, Mixpanel, Amplitude for tracking user behavior and funnels.

• Conversational Analytics: Tools like Dashbot, Botanalytics, or internal Jelou AI analytics dashboards for analyzing conversation logs, identifying trends, and measuring performance.

• Data Visualization: Tableau, Power BI, or similar tools for creating dashboards and reports.

CRM & Automation:

• CRM Systems: Familiarity with CRM platforms like Salesforce, HubSpot, or others used for managing client interactions and business development.

• Automation Tools: Understanding of workflow automation concepts, potentially involving Zapier or similar integration platforms.

📝 Enhancement Note: The technology stack reflects the need for proficiency in standard design tools, specialized conversational AI platforms, and robust analytics for data-driven decision-making, all of which are critical for operational success in this role.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving the needs of both end-users and enterprise clients, ensuring experiences are valuable and efficient.

• Data-Driven Decision Making: Relying on quantitative and qualitative data to inform design choices, measure impact, and drive continuous improvement.

• Impact & Accountability: Focusing on delivering tangible business results and taking ownership of outcomes, particularly concerning revenue generation and operational efficiency.

• Innovation & Agility: Embracing new technologies, experimenting with novel approaches, and adapting quickly to evolving market demands and AI advancements.

• Collaboration & Transparency: Working effectively across teams, sharing knowledge openly, and maintaining clear communication with stakeholders at all levels.

Collaboration Style:

• Cross-Functional Integration: Proactive engagement with product, engineering, and client success teams to ensure alignment and seamless execution of strategies.

• Feedback-Driven: An open culture for giving and receiving constructive feedback to refine designs and processes.

• Knowledge Sharing: Encouraging the sharing of insights, best practices, and learnings from experiments and client engagements.

• Iterative Process: A mindset that views design and operations as an ongoing cycle of building, measuring, learning, and improving.

📝 Enhancement Note: The cultural values emphasize a results-oriented, data-driven, and collaborative approach, which is essential for a role that directly impacts business operations and client success in a fast-paced AI environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Goals: Effectively designing experiences that delight users while also meeting stringent business objectives and operational constraints in sensitive industries like banking.

• Rapid AI Evolution: Staying abreast of the fast-paced advancements in AI and Large Language Models and integrating them effectively and responsibly into conversational designs.

• Complex Stakeholder Management: Navigating the diverse and sometimes conflicting priorities of enterprise clients and internal teams.

• Data Interpretation: Translating complex conversation data and user behavior into actionable design insights and improvements.

• Ensuring Trust & Safety: Designing AI interactions that are not only efficient but also secure, transparent, and free from bias or harmful outputs.

Learning & Development Opportunities:

• Advanced AI & LLM Training: Opportunities to gain deeper expertise in generative AI, prompt engineering, and AI ethics.

• Conversational Design Specialization: Focused development in the nuances of designing for chatbots, voice, and multi-modal conversational interfaces.

• Industry Exposure: Gaining in-depth knowledge of banking, fintech, and retail operational challenges and customer journeys.

• Product Strategy: Involvement in product roadmap discussions and strategic planning for conversational AI solutions.

• Leadership Development: Potential to grow into leadership roles, mentoring junior team members and guiding strategic design initiatives.

📝 Enhancement Note: The challenges highlight the sophisticated nature of the role, requiring a blend of design acumen, technical understanding, and strategic thinking. The growth opportunities are geared towards developing expertise in a high-demand, cutting-edge field.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex customer journey you redesigned and the specific metrics that demonstrated its improvement. How did you measure success?" (Focus on quantifiable impact and process).

• "How would you approach designing a conversational flow for a high-risk transaction, such as a large money transfer or a loan application, ensuring both user ease and security?" (Emphasize trust, guardrails, and user education).

• "Walk us through your process for auditing conversational logs to identify friction points and opportunities for optimization. What tools or techniques do you use?" (Demonstrate analytical and diagnostic skills).

Company & Culture Questions:

• "What excites you about Jelou AI's mission to build AI agents for transactional operations in LATAM?" (Show knowledge of the company's vision and market).

• "How do you see your role contributing to Jelou AI's goal of processing millions in financial transactions securely via conversational channels?" (Connect your skills to business outcomes).

Portfolio Presentation Strategy:

• Start with the 'Why': Clearly articulate the business problem and user need behind each case study.

• Show, Don't Just Tell: Use visuals to illustrate your design process, from initial research and wireframes to final conversational flows and prototypes.

• Quantify Everything: For each project, present clear metrics on impact (e.g., conversion rates, task completion times, CSAT improvements).

• Explain Your Decisions: Be prepared to articulate the rationale behind your design choices, especially concerning prompt engineering, flow logic, and the use of specific WhatsApp components.

• Focus on GTM Impact: Frame your work in terms of how it drove revenue, improved operational efficiency, or enhanced customer lifetime value for your clients.

📝 Enhancement Note: The interview questions and preparation tips are designed to probe the candidate's understanding of operational impact, strategic design thinking, and their ability to apply these skills within the specific context of conversational AI for financial and retail GTM.

📌 Application Steps

To apply for this Customer Experience Designer position:

• Submit your application through the Jelou AI careers portal.

• Tailor Your Resume: Highlight keywords from the job description such as "Conversational Design," "Agentic Design," "UX Design," "Product Design," "WhatsApp Components," "Data Analysis," and "Stakeholder Management." Quantify achievements with specific metrics where possible.

• Curate Your Portfolio: Select 2-3 of your most impactful projects that showcase complex journey design, measurable business results, and your process. Ensure your portfolio clearly demonstrates your experience with conversational AI and ideally, WhatsApp components.

• Prepare Your Narrative: Be ready to articulate your experience and design philosophy during interviews, focusing on how your contributions have driven operational efficiency and revenue. Practice presenting your portfolio with a clear story and quantifiable outcomes.

• Research Jelou AI: Understand their mission, technology, and the industries they serve (banking, retail). Familiarize yourself with their approach to AI and conversational commerce.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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