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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 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.

The 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 the diversity of thought, create a culture of belonging, and elevate one another. 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. 

Hi. We’re the Spending, Payments and Disruptions team. We help customers understand where their money goes, pay for bills and purchases with confidence, and get things back on track with as few disruptions as possible if they encounter a problem like losing their debit or credit card.

We’re looking for a lead content designer to join our growing content practice. You might call yourself a content strategist, UX writer, information architect, product writer or something else. No matter the title, you’re a problem solver and systems thinker steeped in how language and communication shape the way we move through and interact with the world.  

This is a manager-level role that reports directly to a senior content design leader, and there is flexibility to remain on the individual contributor track or move into people management. You’ll have focus, and you’ll be involved in projects from start to finish. You’ll lead or co-lead work alongside your design teammates and partners from tech, product, operations, engineering, marketing and legal. You’ll shape how our content team evolves, plus support the larger community of content designers at Capital One. 

Please note: Content designers at Capital One focus on product content design and UX. We are passionate about crafting effective customer conversations and shaping the direction of our user experience by giving the content a voice in the design process. This is not a content marketing, blogging, social media or communications role. 

We’re looking for: 

  • An excellent writer. Your partners rely on you to translate complex concepts into clear, concise and natural language that resonates with your audience. You have a firm grasp of the rules of grammar and keep the AP Stylebook at your fingertips.
  • A UX practitioner. You understand human-centered design thinking, UX best practices and the importance of advocating for the user throughout the design process. 
  • A collaborator. You enjoy—and excel at—fostering strong, collaborative working relationships with a variety of stakeholders. 
  • A storyteller. You can effectively explain and advocate for your design decisions with an audience of product partners and other stakeholders. 

What you’ll do: 

As a leader and maker, you’ll be asked to handle a variety of responsibilities, including:

Strategy & planning

  • Collaborate with teammates from product, tech and design to uncover customer and business needs 
  • Translate complex ideas into understandable concepts using natural language to design end-to-end user experiences
  • Participate in portfolio planning and prioritization to help set the strategy for the team
  • Manage through shifting priorities to provide clear direction and input on product definition 
  • Advocate for the customer through human-centered design methods, ensuring our products speak their language
  • Champion design-centered approaches grounded in product research and analysis, and always represent the perspective of content design
  • Participate in design reviews and critiques, and help all designers strengthen their skills in content design and UX writing
  • Effectively explain and advocate for your and your team’s design decisions with an audience of product partners and other stakeholders

Lead & develop teams

  • Help build and grow successful teams through mentoring, teaching and elevating others
  • Guide team members in strategy, research, alignment, analysis and content design execution tasks
  • Navigate conflict resolution within your team as well as within projects, teams and partner relationships 
  • Participate in hiring by reviewing resumes, conducting interviews and attending consensus

Discovery & delivery

  • Work with the research team to understand customer needs and mindsets and define what information is needed throughout an experience 
  • Frame problems, define insights and design new methodologies/practices to serve customer needs
  • Plan and facilitate workshops with various stakeholders 
  • Write or co-write content for our website, mobile app and other touchpoints
  • Ensure all content is clear, consistent, inclusive and easy to understand 
  • Meet legal and compliance requirements, while also upholding our plain language and content standards
  • Develop and share tools and frameworks with your local design team, plus the broader content design community and Design organization 
  • Help contribute to our internal design system and other guidelines and best practices 

Qualifications

Basic qualifications

  • 5+ years of experience writing and designing content, ideally for web and mobile experiences

Preferred qualifications

  • UX writing experience
  • Experience leading large bodies of work, including design work, from ideation to launch
  • Familiarity using and contributing to an established design system
  • Experience crafting content using design tools, such as Figma
  • Strong storytelling skills and experience sharing strategic rationale with stakeholders
  • Comfortable creating content for cross-channel experiences
  • Experience working with different teams or departments, such as marketing, sales, tech/engineering, product management, analytics, customer support and legal/compliance
  • Track record of mentoring junior teammates 

Your content design portfolio 

  • Demonstrates your ability to write clear, concise and engaging content that uses natural language to achieve its purpose 
  • Showcases end-to-end, strategic thinking—show us your process from discovery to delivery and how you bring the end-user into the equation
  • Highlights your collaboration with multiple stakeholders on a cross-functional team
  • Reflects your familiarity with UX best practices, style guidelines and content frameworks

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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 accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).

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