Director, Content Design (Individual Contributor)

Director, Content Design (Individual Contributor)

We’re currently seeking a Content Design Director (Individual Contributor) to join our Become, Spend, and Pay team within Experience Design. The BSP portfolio includes the products and experiences to onboard Retail Bank and Credit Card customers to the value of being a Capital One customer and help them make smart choices about their money—anticipate, understand and manage where it goes; pay for bills and purchases with confidence; and avoid any disruptions to spending. We help customers invest in the everyday quality of their lives, and navigate life’s biggest challenges. We’re here to elevate and weave these experiences into the fabric of our ecosystem, as much as money is inextricably woven into the fabric of life.

The Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences and 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. 

Role Expectations 

As a Content Design Director (Individual Contributor) on the Become, Spend, and Pay team, you’ll leverage your exceptional content design skills to lead high-impact, highly complex projects and define and drive design strategy that informs the higher-level vision of the organization and aligns to business objectives. You’ll collaborate deeply with cross-functional leaders and teams and apply your expertise to elevating the quality and maturity of the content design practice at Capital One.

You will serve on the Become, Spend, and Pay senior leadership team and partner with our team leaders, content & UX and UI designers, and researchers to improve the quality of our experiences. Cross-functionally, you’ll maintain close relationships with product, tech, and marketing peers to drive work to market.

You can expect to:

• Critique and edit the work of more junior content designers and proactively identify and pursue opportunities to co-design and collaborate with them to elevate content quality from concept to market launch

• Serve as the sole or lead content designer on highest-leverage bodies of work identified by self and senior leaders — applying a full-breadth of discipline skills from setting the content strategy to writing the messaging content

• Lead activities to contribute to the creation and evolution of a Content Design System for Experience Design, including scalable content frameworks and governance models

• Elevate the role of Content Design internally and with partner groups, creating and driving rigor in the implementation of content design methodologies & tactics, as well as standards for how content designers should embed in the work with their peers

Here are some of the expected competencies for this role:

• Content Design Expertise: Leverage writing, storytelling and user experience design expertise to create and influence the creation of compelling, accurate and accessible digital content experiences that drive value, solve larger strategy problems and shape expectations; use and help team optimize the use of appropriate tools, platforms, frameworks and design systems to develop artifacts that may include content audits, taxonomy and terminology lists, content guidelines and patterns, content governance models and copy for user interfaces, emails, push notifications and chatbot responses that support end-to-end user flows

• Leadership: Provide guidance, direction and mentorship to other design roles, such as content design, UI or UX design, research, operations, design strategy, service design and motion design and lead complex projects, directing the work of junior designers

• Human-Centered: Champion voices of both customers and partners, modeling the mindset that business and customer outcomes are not distinct but complementary, ultimately resulting in experiences that exceed baseline customer needs and expectations

• Business-Focused: Demonstrate expert knowledge of products, processes, our customers, competitors and industry market trends, applying relevant insights to shape how Design should engage and solve business challenges