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At Capital One, the Servicing and Support Experiences (SSX) design team is currently seeking a Content Designer to join their team. They enable the people and tools that support customers in their lowest moments and turn them into their highest moments. The role involves designing 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 Designer will play a prominent role in developing experience concepts and narratives that realize a human-centric vision for the retail bank of the future. The role involves collaborating 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 customers' digital and physical experiences. They champion a thriving environment of collaboration, authenticity and healthy critique, in which they honor diversity of thought, create a culture of belonging, and elevate one another. They are passionate about human centered design methods, advocating for user needs, and delivering world-class products that redefine customers' day-to-day financial activities and amplify 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, Capital One would love to hear from you.

What You'll Do:

You'll be asked to handle a variety of responsibilities, including:

• 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 continuous delivery team
• Advocating for the customer through human-centered design methods, ensuring 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 design decisions with an audience of product partners and other stakeholders
• Developing and sharing tools and frameworks with the local design team, plus the broader content design community and Design organization
• 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 the internal design system, content strategy community of practice, best practices, and guidelines

Basic Qualifications

• At least 4 years of experience with content design, content creation, content strategy, or UX writing
• At least 4 years of experience 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
• Experience leading a multidisciplinary design team in collaboration with product, technology, and operations partners.

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.