Content Strategist

4 weeks ago

New York, New York, United States Capital One Services, LLC Full time
About the Role

We are seeking a highly skilled Content Strategist to join our Experience Design team at Capital One Services, LLC. As a Content Strategist, you will play a key 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.

Responsibilities
  • Collaborate with technology, product, and business teams to create intuitive and engaging customer experiences
  • Participate in translating complex ideas into understandable concepts that evolve and enhance customer and associate experiences
  • Develop vision narratives to build consensus with partners and stakeholders and inform the roadmaps of our continuous delivery team
  • Advocate for the customer through human-centered design methods, ensuring our products speak their language
  • Champion prioritization of design-centered product enhancements grounded in research and analysis, and always representing the perspective of content strategy
  • Participate in design reviews and critiques, and help all designers strengthen their skills in content design
  • Effectively explain and advocate for your design decisions with an audience of product partners and other stakeholders
  • Develop and share tools and frameworks with your local design team, plus the broader content design community and Design organization
  • Discovery and Delivery
  • Collaborate 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
  • Facilitate and participate in workshops with internal and external stakeholders to align with business needs
  • Create new content experiences, and coach others in the process
  • Ensure all content is clear, easy to understand, and written in natural language
  • Adhere to compliance requirements while still aligning to natural language and content standards
  • Collaborate with other content, service, and product designers to contribute to our internal design system, content strategy community of practice, best practices, and guidelines
Requirements
  • 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
What We Offer

Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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