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Content Strategist

4 months ago

New York, United States Capital One Full time

NYC 299 Park Avenue (22957), United States of America, New York, New York

Content Strategist - Servicing and Support Experiences (SSX)

The Servicing and Support Experiences (SSX) design team is currently seeking a Content Strategist to join our team. We enable the people and tools that support customers in their lowest moments and turn them into their highest moments. We design for both associate-guided and digital interactions to bring clarity, simplicity, and convenience to customers wherever they are in their journey, and resolve their needs across any channel. The Content Strategist will play a prominent role in developing experience concepts and narratives that realize a human-centric vision for the retail bank of the future. You will collaborate with other designers in creating experiences for customers and internal users across channels and platforms in multiple foundational domains (e.g., Money Movement, Customer Management, Account Servicing) from initial pilot to full operational scale.

The Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences. We champion a thriving environment of collaboration, authenticity and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. We are passionate about human centered design methods, advocating for user needs, and delivering world-class products that redefine our customers’ day-to-day financial activities and amplify our associates’ ability to support them. If you’re an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we would love to hear from you.

What You’ll Do:
You’ll be asked to handle a variety of responsibilities, including:
Collaboration & Connecting
- Collaborating with technology, product, and business teams to create intuitive and engaging customer experiences
- Participating in translating complex ideas into understandable concepts that evolve and enhance customer and associate experiences
- Developing vision narratives to build consensus with partners and stakeholders and inform the roadmaps of our continuous delivery team
- Advocating for the customer through human-centered design methods, ensuring our products speak _their_ language
- Championing prioritization of design centered product enhancements grounded in research and analysis, and always representing the perspective of content strategy
- Participating in design reviews and critiques, and helping all designers strengthen their skills in content design
- Effectively explaining and advocating for your design decisions with an audience of product partners and other stakeholders
- Developing and sharing tools and frameworks with your local design team, plus the broader content design community and Design organization

Discovery & Delivery
- Collaborating in a multi-disciplinary team to understand customer needs and define storytelling opportunities through usability and empathy studies
- Framing problems, define insights, and designing new methodologies/practices to serve customer needs
- Facilitating and participating in workshops with internal and external stakeholders to align with business needs
- Creating new content experiences, and coaching others in the process
- Ensuring all content is clear, easy to understand, and written in natural language
- Adhering to compliance requirements while still aligning to natural language and content standards
- Collaborating with other content, service, and product designers to contribute to our internal design system, content strategy community of practice, best practices, and guidelines

Basic Qualifications
- At least 4 years of experience with content strategy, journalism, content creation, content design, or UX writing
- At least 4 years of experience independently creating and leading content design deliverables, such as content strategies, content requirements, information architecture, or conversation prototypes

Preferred Qualifications
- Bachelor's Degree or military experience
- Advanced degree, trainings, or certifications in a content/writing or design related field
- Content creation for cross channel experiences
- Ability to lead a multidisciplinary design team in collaboration with product, technology, and operations partners.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

New York City (Hybrid On-Site): $134,100 - $153,000 for Pr. Associate, Design

San Francisco, California (Hybrid On-Site): $142,100 - $162,100 for Pr. Associate, Design

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that s