UX Writer, Card Design

Capital One - McLean, VA4.0

Full-timeEstimated: $100,000 - $140,000 a year
EducationSkills
McLean 2 (19052), 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 Writer, Card Design

You love finding ways to describe real human needs in plain language. You LOVE creating solutions that actually help people. And, you guide others on your team to be brave enough to design with humanity. You’re a natural storyteller, information architect, and content designer. You’re also a genuinely nice person with humility and integrity.

A typical day in the life of a Content Strategist at Capital One:

Run a two-hour workshop with a product team, helping them find the human language around the feature they’re building.
Brainstorm with a Content Strategy teammate on how to walk a customer through a sign-in process, or how to make error messages more human.
Work with a design partner to co-write a content workbook, including conversation structure, ideal phrases, human language, and navigation ideas.
Lead a co-writing session with designers, attorneys, and product managers
Answer email. (We’re all trying to spend less time on this, but let’s be real.)
Join a Content Strategy community of practice meeting to share wins, questions, business updates, and team goals across lines of business
Lead a journey-mapping session to outline the customer experience for opening a new account.
Co-write a user-testing script for redesigning an app sign-in flow.
Create content prototypes that will be used to validate hypotheses in testing.
Facilitate a group conversation to help a team clarify what they are working on, or how they are working.
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 what other teams are doing.
Help, support, and coach team members on content design best practices.

Your days look like that because:
Our goal at Capital One is to change banking for good. We’re all humans with unique emotions about our money, and messaging HUGELY influences how we feel about the institutions we’ve entrusted to handle that money.
The Content Practice's aim is 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 goal — of which content strategy 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 bell, then see it rolled out to millions of people
Data Scientist — You’ll study analytics and 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
Experiment with methods to develop new ways of getting things done

You’ve probably done these things in your career so far:
Led projects at all phases from discovery through execution
Pulled a conversational thread with customers across channels and teams, balancing business needs with experience principles
Influenced diverse groups—including designers, product managers, and business analysts—and standing as a strong advocate for the customer at every stage of the journey
Owned a body of work, cutting through ambiguity and producing content artifacts that add clarity and momentum to design requests and projects
Advocated successfully for new (and likely contrarian) ideas to senior executives and cross-functional partners
Build productive relationships with product and business partners with potentially conflicting priorities, road maps, or dialects
Inspired other content practitioners through your experience with techniques, tools, and a mature process

You might feel pretty bummed about this job if you:
Want to focus on content marketing
Prefer owning a project individually to coaching others collaboratively through a project
Work better in structured environments than in ambiguity and uncertainty
Care more about your deliverables than the problem the team is solving

A few last things because they’re super important:
As part of the UX Content Strategy practice, you’ll sit at the intersection of content and product design. Some projects on the team need 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.
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 glue connecting teams who’ve never worked together before.

Basic Qualifications:
At least 5 years of full-time experience with digital content design

Preferred Qualifications:
Master’s Degree in Communications, Human-Computer Interaction (HCI), or Design
7+ years of full-time experience with digital content design
5+ years of experience designing for digital products and interactions
3+ years of experience leading content-first desig
At this time, Capital One will not sponsor a new applicant for employment authorization for this position