UX Content Strategist, SF

You know words have the power to move people. That’s exactly why you’re a designer who works at 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 Content Strategist at Capital One:

  • With design and product teammates, co-create content within a flow for an experience we’re trying to launch or improve.
  • Listen to how customers are reacting to copy you’ve written, find where you can improve it for clarity, and make it happen.
  • 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.
  • Run a two-hour workshop with a product team, helping them find the human language around the feature they’re building or experience they’re designing.
  • 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 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. (Three times a year, get together in-person and do something like hike the Hollywood sign or zip-line through the trees of Northern Virginia.)
  • Grab coffee with your design lead or product lead, and be part of helping to shape the product roadmap so all of our experiences in market get tighter and better, faster.
  • 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)
  • Help, support, and coach Content Strategy team members.

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 Content Strategy team is bringing 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 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 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
  • 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
  • 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
  • Prefer owning a project individually to coaching others collaboratively through a project
  • Work better in structured environments than in ambiguity and uncertainty

A few last things because they’re super important:

  • As part of the UX Content Strategy team, you’ll sit at the intersection of content and product design. Some roles on the team cover 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. Our Content Strategy team balances being both creators AND editors 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.

Intrigued?

Awesome, then email tina.johnson-marcel@capitalone.com with a few sentences to describe what’s interested you about THIS job, in particular.

Can’t wait to hear from you.

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