About the position
At Capital One, we believe great products begin with a deep understanding of our customers and delivering end-to-end experience across touchpoints. We use a human-centered approach that embraces technology, design, business strategy, and data not just to deliver great products for customers, but to unlock a competitive advantage for Capital One. The Experience Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences. We are passionate about creating memorable, meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. We champion a thriving environment of collaboration, authenticity and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. If you're a creative innovator who embraces an environment where you can experiment, and learn, we'd love to hear from you. We're seeking an established content design leader to lead a talented team across the US Card and Small & Mid-Market Business design organization and collaborate closely with our product design and research teams. The core responsibilities in this role will be to establish consistent standards and best practices for content, develop appropriate governance procedures, drive and oversee a content research framework, and maintain overall excellence for the content discipline. You're able to see both the bigger picture as well as the fine details that contribute to a delivering user-centered content experience, and understand how to leverage research and design to achieve exceptional results. In this role your purview will span the end-to-end customer journey and include prospects, cardholders, small business owners and support agents as users. You'll be responsible for identifying and advocating for high-leverage opportunities with executive stakeholders and leading highly complex projects that set the bar for and drive experience excellence and business outcomes.
Responsibilities
- Leverage writing, storytelling and user experience design expertise to create and influence the creation of compelling, accurate and accessible digital content experiences.
- Mature the company's ability to leverage the content design discipline, broaden perspectives and elevate the design quality of tools, platforms, frameworks and design systems.
- Build a thriving community of designers who are well supported, trained for excellence and able to collaborate with peers in multiple functions.
- Recognize and pursue opportunities where customer needs and business goals coincide.
- Demonstrate a mastery of products, processes, customers, competitors and broader industry trends.
- Engage with partners to influence the prioritization of technical advances.
- Connect the dots across the organization, proactively bringing together executive partners.
- Present work to executive leaders and stakeholders, modeling a strategic human-centered approach.
Requirements
- At least 10 years of experience in a content, strategy or user experience design writing role.
- At least 3 years of experience leading design teams.
Nice-to-haves
- 10+ years of experience working with and contributing to a design system.
- 12+ years of experience in a content, strategy or user experience design writing role.
- 5+ years of experience leading design teams.
- Experience creating content standards and governance models for broad scope across organizations.
- Experience with building content testing protocol and frameworks.
- Experience in a design toolkit that spans content design, product design, service design and design strategy.
- Deep experience partnering with product managers, engineers, marketing and analytics leaders across multiple business lines.
- Proficiency with web and mobile technologies and platforms.
- Expertise with design and prototyping tools such as Figma.
- Proficiency in business case development.
Benefits
- Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
