Capital One
Content Strategist - Servicing and Support Experiences (SSX)
Capital One, San Francisco, California, United States, 94199
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.
If you would like to know a bit more about this opportunity, or are considering applying, then please read the following job information.What You’ll Do: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 & DeliveryCollaborating 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 QualificationsAt 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 QualificationsBachelor'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.
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If you would like to know a bit more about this opportunity, or are considering applying, then please read the following job information.What You’ll Do: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 & DeliveryCollaborating 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 QualificationsAt 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 QualificationsBachelor'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.
#J-18808-Ljbffr