SSD IT Assistant (UX Writer) - Pessoa com Deficiência

📍 Job Overview

Job Title: IT Assistant (UX Writer) - Pessoa com Deficiência

Company: Santander

Location: Campinas, São Paulo, Brazil

Job Type: Full-Time

Category: User Experience (UX) / Design Operations

Date Posted: June 23, 2026

Experience Level: Entry-Level (0-2 years)

Remote Status: Hybrid

🚀 Role Summary

• This role is an IT Assistant position with a specialized focus on UX Writing, crucial for enhancing digital product user experiences.

• Key responsibilities include mapping user journeys, designing conversational flows, and driving process improvements through Design Thinking methodologies.

• The position requires a blend of technical understanding and creative design skills to contribute to the digital transformation initiatives at Santander.

• This role is specifically designated for individuals with disabilities (Pessoa com Deficiência), reflecting Santander's commitment to diversity and inclusion.

📝 Enhancement Note: The "IT Assistant" title combined with "UX Writer" and "Pessoa com Deficiência" designation suggests a hybrid role focused on user-centric design within a technology support framework, tailored for candidates with disabilities. The focus on "process improvements" and "digital transformation" indicates a strategic operational component within the IT department.

📈 Primary Responsibilities

• Develop and refine UX copy for digital interfaces, ensuring clarity, conciseness, and brand consistency.

• Map existing (AS IS) and future state (TO BE) user journeys to identify pain points and opportunities for improvement.

• Design and optimize conversational flows for chatbots, virtual assistants, and other interactive user experiences.

• Apply Design Thinking principles to understand user needs and translate them into intuitive and effective product features.

• Collaborate with cross-functional teams, including product managers, designers, and engineers, to integrate UX writing into the product development lifecycle.

• Contribute to process improvements within the IT and digital product teams, leveraging insights from user feedback and analytics.

• Utilize UX/UI design principles and tools to visualize and communicate design concepts.

• Participate in Agile project management ceremonies, providing input on user experience aspects of development sprints.

📝 Enhancement Note: While the job title is "IT Assistant," the core responsibilities lean heavily into UX Design and Writing, indicating a specialized function within an IT support or digital solutions team. The emphasis on AS IS/TO BE mapping and conversational flows points to a need for strategic thinking in user experience design.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Technology, Marketing, Design, Communications, or a related field is preferred. Experience:

• Demonstrated experience in UX/UI design projects, product design, or related user-centered initiatives.

• Proven track record in mapping customer (AS IS) and future-state (TO BE) user journeys.

• Experience working with methodologies and tools focused on Customer Experience (CX).

• Familiarity with Agile Project Management methodologies is essential. Required Skills:

• Proficiency in UX Writing, with an ability to craft clear, engaging, and user-friendly copy.

• Strong understanding of user journey mapping techniques and their application.

• Experience in designing conversational flows for digital interactions.

• Knowledge of Design Thinking principles and their practical application.

• Competence with the Figma design and prototyping tool.

• Familiarity with Customer Experience (CX) methodologies and tools.

• Ability to design and analyze AS IS and TO BE user journeys. Preferred Skills:

• Experience with the ServiceNow platform.

• Additional knowledge in related design software or prototyping tools.

• Understanding of information architecture and content strategy.

📝 Enhancement Note: The requirement for a degree in Technology, Marketing, or Design, coupled with practical experience in UX/UI and specific tools like Figma, positions this as an entry-level role with a strong emphasis on design and user-centric processes, rather than traditional IT support.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate examples of UX writing for digital products, showcasing effective copy that guides users and enhances their experience.

• Include case studies of user journey mapping, illustrating the process of identifying pain points and designing improved user flows (AS IS and TO BE).

• Showcase projects involving conversational design, such as chatbot scripts or interactive dialogue flows.

• Present examples of applying Design Thinking principles to solve user problems or improve product features.

• Highlight any contributions to process improvement initiatives, particularly those related to digital product development or user experience enhancement. Process Documentation:

• Candidates should be prepared to discuss their approach to documenting user journeys and conversational flows.

• Familiarity with creating process maps and workflow diagrams that illustrate user interactions and system processes is beneficial.

• Ability to articulate how user feedback and data are incorporated into process refinement and design iterations.

📝 Enhancement Note: Given the UX Writing focus, a portfolio is crucial. It should not only showcase writing samples but also the underlying design thinking and process mapping skills. This role requires demonstrating an understanding of user-centric workflows.

💵 Compensation & Benefits

Salary Range:

• Based on industry standards for IT Assistant/UX Writer roles in Campinas, Brazil, with 0-2 years of experience, the estimated annual salary range is R$ 35,000 - R$ 55,000 (Brazilian Real). This estimate considers factors such as the company's size and industry, the specific skill set required, and the cost of living in Campinas. Benefits:

• Meal Allowance (Auxílio refeição)

• Medical Insurance (Convênio médico)

• Dental Insurance (Convênio Odontológico - basic and intermediate plans)

• Transportation Voucher (Vale Transporte)

• Flexible Vacation (Flex Férias): 24 business days, divisible into up to 6 installments; 4 days usable after every 2 months worked.

• Birthday Day Off (DayOff Aniversário)

• Private Pension Plan (PPG)

• Gym Partnerships (Wellhub, Totalpass)

• Extensive Training Platforms (over 100,000 courses)

• Defined Career Paths for professional development

• Flex Learning Incentive for high-performance employees

• Daycare Allowance (Auxílio Creche)

• Extended Paternity Leave (Programa Nascer e Licença Paternidade estendida)

• Life Insurance (Seguro de Vida)

• "Nascer" Program (Program for new parents)

• "Be Healthy" Program: Encourages healthy habits.

• PAPE (Programa de apoio pessoal especializado): Specialized personal support program. Working Hours:

• Standard full-time hours, likely 40 hours per week, with potential for some flexibility given the hybrid work arrangement and the company's emphasis on work-life balance initiatives like Flex Férias and DayOff Aniversário.

📝 Enhancement Note: The salary estimate is based on publicly available data for similar roles in Brazil and accounts for the entry-level experience. The extensive list of benefits highlights Santander's commitment to employee well-being and professional growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Technology

Company Size: Large (Santander operates globally with a significant presence in Brazil)

Founded: 1857 (Santander Group)

Company Description: Santander Serviços Digitais Brasil is a global, innovative, and strategic company created to accelerate the bank's digital transformation. They are responsible for technology, process, and operations solutions, utilizing a modern, automated, and integrated platform connected to Santander's global teams. The company values talent, excellence, and continuous innovation, offering global visibility and high-impact projects.

Team Structure:

• The role is within Santander Serviços Digitais Brasil, likely part of a larger digital transformation or IT solutions department.

• The "IT Assistant (UX Writer)" designation suggests a specialized role that bridges technical operations with user-centered design within a product development or digital services team.

• Collaboration is expected with global Santander teams, product managers, UX/UI designers, and engineers. Methodology:

• Emphasis on digital transformation, automation, and integration.

• Adoption of modern platforms and technologies.

• Application of Design Thinking, Agile methodologies, and CX best practices.

• Focus on user journey mapping and conversational flow design for enhanced digital experiences.

Company Website: https://www.santander.com.br/ (General Santander Brazil site, specific digital services division may not have a separate public-facing site.)

📝 Enhancement Note: Santander's focus on digital transformation and innovation means this role is integral to modernizing their services. The "Pessoa com Deficiência" designation is a key cultural indicator of their commitment to diversity.

📈 Career & Growth Analysis

Operations Career Level:

• This role is categorized as Entry-Level (0-2 years of experience), functioning as an IT Assistant with a specialized UX Writing focus. It serves as a foundational position within the digital and UX design domain. Reporting Structure:

• The candidate will likely report to a UX Lead, Design Manager, Product Manager, or an IT Operations Manager overseeing digital initiatives. The specific reporting line will depend on the team's internal structure within Santander Serviços Digitais Brasil. Operations Impact:

• The UX Writer plays a critical role in shaping the user experience of Santander's digital products and services. By crafting clear, intuitive, and engaging copy, this role directly impacts customer satisfaction, user adoption rates, and the overall effectiveness of digital channels. This contributes to operational efficiency by reducing user confusion and support inquiries. Growth Opportunities:

• Specialization: Deepen expertise in UX Writing, conversational design, and content strategy.

• Skill Expansion: Develop advanced skills in UX/UI design, user research, and CX methodologies.

• Leadership: Progress to Senior UX Writer, UX Designer, or potentially a team lead role within the UX or digital product development teams.

• Cross-functional Mobility: Opportunity to move into product management, digital marketing, or other areas within Santander's broader digital transformation efforts.

• Learning & Development: Access to extensive training platforms and specific incentives like "Flex Learning" for continuous skill enhancement.

📝 Enhancement Note: The structured career paths and learning incentives at Santander provide a clear trajectory for growth from this entry-level role, particularly for those passionate about UX and digital product development.

🌐 Work Environment

Office Type: Hybrid Work Environment

Office Location(s): R. Giuseppe Máximo Scolfaro, 1860 - Cidade Universitária, Campinas - SP, Brazil. This location suggests an environment conducive to collaboration and innovation, potentially within a technology hub or campus setting.

Workspace Context:

• The hybrid model allows for a balance between in-office collaboration and remote work flexibility.

• The office environment in Campinas is likely equipped with modern technology and collaborative spaces to support design and IT operations.

• Expect access to design tools like Figma and potentially enterprise systems like ServiceNow, facilitating seamless workflow integration.

• Opportunities for direct interaction with design teams, IT professionals, and product stakeholders to foster a dynamic and productive work atmosphere. Work Schedule:

• Full-time, with a hybrid arrangement indicating a mix of on-site and remote workdays. Specific days in the office may be determined by team needs and project requirements, aligning with the company's emphasis on flexibility.

📝 Enhancement Note: The hybrid model and the specific office location in Campinas suggest a modern work environment designed for collaboration and innovation, fitting for a company focused on digital transformation.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of resume and portfolio to assess qualifications and alignment with UX Writing and design requirements.

• Technical Interview: Discussion focused on UX Writing principles, user journey mapping, conversational design, and familiarity with tools like Figma. Candidates may be asked to walk through specific portfolio pieces.

• Case Study/Challenge: A practical exercise or case study may be assigned to evaluate problem-solving skills, design thinking approach, and ability to translate requirements into UX copy and design concepts.

• Behavioral/Cultural Fit Interview: Assessment of alignment with Santander's values, teamwork capabilities, and suitability for a hybrid and inclusive work environment. This may involve questions about handling feedback and collaborating with diverse teams.

• Final Interview: Potentially with a senior leader to discuss career aspirations and overall fit within the organization.

Portfolio Review Tips:

• Curate Selectively: Showcase 3-5 of your strongest projects that best demonstrate your UX Writing, user journey mapping, and conversational design skills.

• Tell a Story: For each project, clearly articulate the problem, your role, the process you followed (including design thinking and methodology), the solutions you implemented, and the quantifiable results or impact.

• Highlight Process: Emphasize your approach to research, ideation, iteration, and collaboration. For user journeys, show the "AS IS" and "TO BE" states and explain the rationale for the changes.

• Showcase Figma Work: Include clear screenshots or interactive prototypes from Figma, explaining design decisions and user flow logic.

• Quantify Impact: Wherever possible, use data or metrics to demonstrate the effectiveness of your UX writing and design solutions (e.g., improved conversion rates, reduced error rates, increased user satisfaction).

Challenge Preparation:

• Be prepared for exercises that test your ability to write clear and concise copy for specific user scenarios or to critique existing UI copy.

• Practice mapping out a user journey for a common digital task (e.g., online banking transaction, app onboarding).

• Familiarize yourself with common Agile sprint structures and how UX input fits into sprints.

• Review Santander's digital products and brand voice to understand their current approach to user experience.

📝 Enhancement Note: A strong portfolio that clearly demonstrates UX Writing proficiency, process thinking (especially journey mapping), and design tool usage (Figma) is paramount for this role. The interview process will likely focus on practical application and problem-solving.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for UX/UI design, prototyping, and collaborating on visual elements. Proficiency is a requirement.

• ServiceNow: Desired knowledge for IT Service Management, workflow automation, and potentially ticketing or request management.

• Collaboration Tools: Likely use of platforms such as Microsoft Teams, Slack, or similar for internal communication and project management.

Analytics & Reporting:

• Familiarity with analytics tools (e.g., Google Analytics, Adobe Analytics) may be beneficial for understanding user behavior and measuring the impact of UX writing.

• Ability to interpret data to inform design decisions and process improvements. CRM & Automation:

• While not explicitly mentioned, understanding CRM principles and workflow automation concepts can be advantageous, especially in a financial services context.

• Knowledge of integration principles might be helpful for understanding how different digital systems interact.

📝 Enhancement Note: Figma is a core requirement, indicating the importance of visual design skills. ServiceNow is a key differentiator, suggesting that experience with IT Service Management platforms is highly valued.

👥 Team Culture & Values

Operations Values:

• Innovation: Drive continuous improvement and adopt modern technologies to accelerate digital transformation.

• Excellence: Strive for high quality in all aspects of work, from user copy to process optimization.

• Customer Centricity: Place the user at the heart of all design and process decisions, ensuring intuitive and positive experiences.

• Inclusivity: Embrace diversity and provide equal opportunities, as highlighted by the "Pessoa com Deficiência" designation.

• Global Collaboration: Work effectively within a global organization, sharing knowledge and best practices across teams.

Collaboration Style:

• Cross-functional Integration: Work closely with product, design, and IT teams to ensure cohesive user experiences.

• Agile & Iterative: Participate in fast-paced, iterative development cycles, providing timely feedback and adapting to changes.

• Data-Informed: Utilize data and user feedback to guide design decisions and process improvements.

• Open Communication: Foster an environment of open dialogue, feedback exchange, and knowledge sharing.

📝 Enhancement Note: Santander's emphasis on innovation, excellence, and customer-centricity, combined with a strong commitment to inclusivity, shapes a collaborative and forward-thinking work culture.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Technical & Creative: Effectively bridging the gap between IT operations and creative UX Writing demands.

• Global Consistency: Ensuring UX copy and journey designs align with global brand standards while catering to local user needs.

• Rapid Technological Change: Staying current with evolving UX trends, design tools, and digital technologies.

• Process Optimization: Identifying and implementing improvements in complex, established financial services processes.

Learning & Development Opportunities:

• Specialized Training: Access to over 100,000 courses on platforms covering design, technology, and business skills.

• Mentorship: Potential to learn from experienced UX designers, writers, and IT professionals within Santander.

• Career Advancement: Clear pathways for growth into more senior UX roles or related digital functions.

• Industry Exposure: Involvement in projects that are at the forefront of digital transformation in the banking sector.

• Flex Learning: Incentive program for high-performing employees to pursue further education and skill development.

📝 Enhancement Note: The role offers significant opportunities for professional development within a leading financial institution, with a focus on both specialized UX skills and broader digital transformation competencies.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used UX writing to solve a user problem. What was the problem, your approach, and the outcome?" (Prepare a specific example from your portfolio.)

• "How would you map the user journey for [a specific digital banking task]? What tools and methods would you use?" (Be ready to discuss AS IS vs. TO BE and identify key touchpoints.)

• "Walk us through a project where you used Figma. What were the key design decisions and how did you collaborate with others?" (Focus on your UX/UI design process and tool proficiency.)

• "How do you approach designing conversational flows for a chatbot? What principles guide your scriptwriting?" (Discuss user needs, tone, and error handling.) Company & Culture Questions:

• "What do you know about Santander's digital transformation efforts, and how do you see this role contributing?" (Research recent news and initiatives.)

• "How do you ensure inclusivity in your UX writing and design work?" (Connect to the "Pessoa com Deficiência" aspect and your understanding of accessibility.)

• "Describe your experience working in an Agile environment. How do you integrate UX feedback into sprint cycles?" (Be ready to discuss sprint ceremonies and collaboration.) Portfolio Presentation Strategy:

• Structure: For each project, clearly define the objective, your role, the challenges, your process (research, ideation, design, testing), your solutions (showcase copy, journey maps, Figma screens), and the results/impact.

• Narrative: Tell a compelling story that highlights your problem-solving skills and user-centric approach.

• Tool Proficiency: Be ready to demonstrate your use of Figma and explain your design choices.

• Conciseness: Focus on the most impactful aspects of your work and be mindful of time.

📝 Enhancement Note: Interviews will likely assess your practical UX skills, your ability to articulate your design process, and your cultural fit within Santander's innovative and inclusive environment.

📌 Application Steps

To apply for this UX Writer position at Santander:

• Submit your application through the provided Workday link.

• Portfolio Preparation: Ensure your portfolio is up-to-date and showcases relevant UX writing, user journey mapping, conversational design, and Figma projects. Tailor the selection to highlight skills mentioned in the job description.

• Resume Optimization: Update your resume to clearly list your experience with UX/UI design, Figma, Agile methodologies, and any CX-related tools. Use keywords from the job description.

• Interview Practice: Prepare to discuss your portfolio projects in detail, practice answering common UX and behavioral interview questions, and research Santander's digital initiatives.

• Company Research: Familiarize yourself with Santander's brand, its digital products, and its commitment to diversity and inclusion. Understand their approach to customer experience.

⚠️ 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.