Capital One UX Content Strategist, Small Business Card in McLean, Virginia
McLean 1 (19050), United States of America, McLean, Virginia
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
UX Content Strategist, Small Business Card
You’re a product content strategist. Maybe you’ve never called yourself that, but it’s what you do: you love finding ways to describe real human needs in plain language — and you LOVE creating solutions that actually help. You’re a natural storyteller, information architect, and conversation designer. You’ve got experience doing research to see how real people are using what you created. You’re a word nerd, and what you love most about words is the sparkling clarity they create. You’re also a genuinely nice person with humility and integrity. And the prospect of “bringing humanity and clarity to every conversation we design” has got you intrigued.
We’re the Small Business Card Design team. We focus on empowering small businesess owners to make the best decisions with the money they entrust to us. We’re looking for a UX Content Strategist to help anticipate and shape the conversations we have with our customers in our app, across email, text and push, and throughout our branches and cafes. Working alongside our product and design teams, you won't just be the writer, you'll be coaching others to design great content so your work scales faster. You'll also probably spend some time helping our marketing team create more authentic and human experiences for our customers.
A typical day in the life of this Content Strategist:
Lead a journey-mapping session to outline the customer experience for reporting fraud in our app.
Host Content Power Hours with the legal and compliance teams, to solve for quick content wins with your product and design partners.
Chat with senior team leaders to draw out what real human problems the Bank team can solve, and how we’ll talk about those needs in understandable language.
Run a two-hour workshop with a product team, helping them find the human language around the feature they’re building.
Brainstorm with a Conversation Design teammate on how to walk a customer through a payment flow, or how to make error messages more human.
Work with a product team to co-write a content workbook that outlines the conversation structure, ideal phrases, human language, and navigation ideas for one of our digital Bank experiences.
Answer email. (We’re all trying to spend less time on this, but let’s be real.)
Join a Conversation Design team weekly to share wins, questions, business updates, and team goals.
Co-write a user-testing script for redesigning our mobile deposit flow.
Grab coffee with a product manager to hear what they’re super excited about and how you can help.
Join a Capital One Design all-hands to see a demo of the awesome thing another team built.
Help, support, and coach Conversation Design team members.
Your days look like that because:
Capital One is changing banking for good. We’re all humans with unique emotions about our money, and messaging HUGELY influences how we feel about the institutions we trust to handle that money.
The Conversation Design team’s wants to bring simplicity, ingenuity, and humanity — and personality, where appropriate — to our customers’ experience with their money. It’s a big responsibility, but that means it’s also a big opportunity to do something real, good, and important for millions of real people.
The Design organization’s role — of which Conversation Design is an integral part — is to Design for Impact. That’s leading the charge toward a new way of working at Capital One. We emphasize a design mindset, rapid iteration, and lean development, no matter what we’re working on.
You’ll need to be pretty dang good at wearing these hats:
Customer Advocate: You’ll dig into who our customers are and what language they use, then ensure our products speak their language
Writer: You’ll build trustworthy relationships with customers by making “simplicity and humanity” core facets of our product content
Editor: You’ll cut or change what doesn’t help audiences find, understand, and choose us
UX Designer: You’ll establish a cohesive conversation with users, both within and across our many digital experiences
Researcher: You’ll test your content on real customers, iterate until it’s clear as a blue sky, then see it rolled out to millions of people
Data Scientist: You’ll use data to drive your messaging decisions and support/dispel your assumptions
You’ll love your job THE MOST if you:
Want to be a part of changing banking for good
See words as an incredibly powerful tool for connecting with people
Are passionate about the customer and want to use your influence to design experiences that build trust and help people
Commit only to what is essential, and your calendar and to-do lists reflect that
Are articulate and prepared, able to confidently substantiate your decisions to peers and senior-level executives alike
Have a positive yet practical attitude; we could call your colleagues and they’d gush over how much they love working with you
Work quickly without compromising quality, knowing that iteration and testing are part-and-parcel to designing exceptional user experiences
Take initiative, aren’t afraid to fail, ask thoughtful questions, and constantly seek better ways of working and communicating
You might feel pretty bummed about this job if you:
Want to focus on content marketing
Prefer personally owning a project to coaching others collaboratively through a project
Work better in structured environments than in ambiguity and uncertainty
A few last things because they’re super important:
As part of the Integrated Content Strategy team, you’ll sit at the intersection of content and product design. Some roles on the team cover traditional content development and management (building web experiences, creating emails, etc.). Other roles are more solidly in product and experience design (for example, what happens when a customer doesn’t pay a bill?).
You’ll be a champion of content-first design in every project and product you work on. Ideally, you’ll help a team nail the right conversation from the beginning, then build an experience around that. Other times you’ll meet a team right where they are, helping them find the right language for what they have now, while thinking about how to make it better next time. The Conversation Design team is moving toward being less of a delivery team and more of a coaching squad, but we’re still on that journey.
You’ll do a lot of getting-it-done without worrying about who’s “supposed” to do it. You’ll run a workshop, then clean up the conference room. You’ll jump in and moderate customer interviews at the last minute because your team needs you. You’ll be the human glue connecting teams who’ve never worked together before.
Bachelor’s Degree or military experience
At least 3 years of full-time experience with digital content strategy
Master’s Degree in Communications, Master’s Degree in Human-Computer Interaction (HCI), or Master’s Degree in Design
5+ years of full-time experience with digital content strategy
5+ years of experience designing for digital products and interactions
3+ years of experience leading content-first design
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.