AI voice & conversational UX

I spent three months at Huge as the lead copywriter and UX writer developing an AI-powered app for a global Spanish bank.

The project involved working with a large, multidisciplinary team across Europe, North and South America, to shape an AI agent which would work across the bank’s app for customers around the world.

Achievements

• Devised the tone of voice, AI persona, conversational principles and style guide.
• Worked closely with technology teams to train and shape how the AI communicated with customers.
• Used prompt engineering and LLMs to develop, test and refine conversational content.
• Designed UX flows and wrote and edited microcopy throughout the experience.
• Applied UX writing and content design best practice while working within fintech regulatory, legal and compliance requirements.
• Developed copy for the proof of concept, product playbook and vision narrative, helping define the product’s longer-term 3–5 year evolution.
• Worked with source material and stakeholders in Spanish, making use of my fluent Spanish.