Content Strategist - Servicing and Support Experiences (SSX)

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.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
New York City (Hybrid On-Site): $134,100 - $153,000 for Pr. Associate, Design
San Francisco and San Jose, California (Hybrid On-Site): $142,100 - $162,100 for Pr. Associate, Design
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
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 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.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. 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; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).