Content Strategist

at Capital One in Chicago, Illinois, United States

Job Description

114 5th Ave (22114), United States of America, New York, New York

Content Strategist

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,... For full info follow application link.

Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace. 

All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.

Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.