You’re a product content designer. You’ve got examples of work to illustrate how you approach the intersection of UX and Content. You’re a natural information architect, and you’ve got experience doing research to see how people are using what you created. Plus, looking at data–analytics, search, and/or call center transcripts–is just part of your process. Cool!
You’re also a genuinely nice person with humility and integrity. And you have a sense of humor, solid work ethic, and willingness to learn.
You’re intrigued that there’s a team at Capital One whose goal is “To bring humanity and clarity to every conversation [we] design.”
Still square? OK then, ONWARD!
A typical day in the life of a UX Writer at Capital One:
- With design and product teammates, co-create content within a flow for an experience we’re trying to launch or improve.
- Talk with your Design or Product lead to understand the top 1-2 priorities, then immerse yourself to fully understand the business constraints, voice of the customer, and opportunities for designing spot-on content from end-to-end.
- Work with a team to co-write a content workbook, including conversation structure, ideal phrases, human language, and navigation ideas.
- Arrange information in a way that makes sense for the end-user AND the business.
- Meet with and have collaborative conversations with people across the org who come at experience design from different angles–like PR, brand, legal, risk, and more.
- Answer email. (We’re all trying to spend less time on this, but let’s be real.)
- Co-write a script for redesigning an app sign-in flow, then take it into the lab to test it with real people. The goal here is two-fold: see if people understand what we’re saying, and if we understand what they really need.
-Join a Content Strategy team weekly to share wins, questions, business updates, and team goals. (Twice a year, get together in-person and do something like hike the Hollywood sign or zip-line through the trees of Northern Virginia.)
-Join What’s Up Thursday, a weekly lunch with our entire Design team, to see what insanely creative things your colleagues are making right now (hey, maybe you should show off what you’re making, too)
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’ve entrusted to handle that money.
- The Design organization’s mission — 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 collaborative design partnership model, 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
- Entrepreneur — You’ll work with business partners to understand the constraints and potential for growing and optimizing the business WITH a more delightful customer experience
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
- Love writing words that connect
- Are passionate about the customer and want to use your influence to design experiences that build trust and help people
- Are passionate about the business and want to use your influence to “move the needle” on key metrics BY executing on the previous point ultra-well
- 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
- Work better in structured environments than in ambiguity and uncertainty
- Tend to overlook ultra important stuff like proper spelling and comma usage
Two more things:
- 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. Either way, you’ll balance being a creator AND an editor for others who take a stab at creating human-centered content themselves (yes!).
- 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 UX writing experience
- At least 1 year of 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 experience with digital content strategy
- 5+ years of UX writing experience
- 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.