Capital One
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UX Writer

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77 West Wacker Dr (35012), United States of America, Chicago, Illinois

UX Writer

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.

Basic Qualifications:

- Bachelor’s Degree or military experience

- At least 3 years of UX writing experience

- At least 1 year of experience with digital content strategy

Preferred Qualifications:

- 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.

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What are Capital One Perks + Benefits

Capital One Benefits Overview

At Capital One, we're committed to ensuring you and your family feel supported and cared for, and we know that your benefits play a large role in that support. Our goal is to provide a comprehensive and competitive set of benefits that offer the flexibility and choice to meet the diverse needs of all associates. We want each of you to Be Well physically, emotionally, and financially.

Culture
Volunteer in local community
Volunteer projects are encouraged and supported by Capital One through both traditional monetary contributions and flexibility to participate in associate-led initiatives.
Partners with nonprofits
Capital One’s philanthropy program provides grants to organizations that support education, financial literacy and community development, including affordable housing and small business development.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Business Resource Groups (BRGs) play an important role in attracting world-class talent, developing tomorrow’s leaders, engaging and retaining our diverse workforce and enhancing our workplace.
Hiring practices that promote diversity
Our professional recruiting teams focus on attracting underrepresented talent for our key business roles, including analyst, product, and tech roles across varied tactics and connection points.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Capital One offers two flexible spending accounts (FSAs) – a Health Care FSA and Dependent Care FSA – administered by Anthem.
Disability insurance
Capital One automatically provides full-time associates with Short-Term Disability and Basic Long-Term Disability coverage at no cost. You have the option to purchase Supplemental Long-Term Disability
Dental insurance
Capital One offers coverage through Delta Dental to help you maintain your smile through regular preventive care and treatment for any dental problems that may arise.
Vision insurance
To help you keep life in focus, vision coverage through Anthem Blue View Vision provides benefits for eye exams and vision correction treatment.
Health insurance
Our medical plans provide comprehensive and affordable coverage for a range of health care services and are designed with the ability to be flexible and choose which benefits work for your needs.
Life insurance
We provide full-time and eligible part-time associates with Basic Life, and Accidental Death and Personal Loss (AD&PL) Insurance at no cost.
Wellness programs
Mental health benefits
Capital One's Employee Assistance Program provides a robust set of services including telephonic, virtual and/or face-to-face counseling, legal and financial assistance, ID theft recovery, and more.
Financial & Retirement
401(K)
Through automatic payroll deductions, you may contribute up to 50% of your Annual Benefits Salary (base salary, shift differential, bonuses, commission, incentives and overtime) to your account.
401(K) matching
Capital One will match 100% of the first 3% of Annual Benefits Salary that you contribute, plus 50% of the next 3% of Annual Benefits Salary that you contribute.
Employee stock purchase plan
You can elect to contribute between 1% and 15% of your base salary** to the ASPP and receive a partial match on your contributions from Capital One. **Includes standard pay and any commissions
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
The Bright Horizons Care Advantage Program provides alternative child and adult care options during a lapse or breakdown in normal care arrangements.
Generous parental leave
Flexible parental leave options are available to full-time associates at the time of their child’s birth or arrival in their home.
Family medical leave
Adoption Assistance
The Adoption Reimbursement program provides financial support to full-time associates who are building their families through adoption.
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Capital One’s perks and benefits are progressive and industry leading. We have always believed in the importance of providing comprehensive and expansive benefits to complement and contribute to our associates’ total compensation package. For example, we were one of the first major companies to offer same-sex marriage benefits back in 1997 and we have since continued to build our benefits portfolio to include a host of other LGBTQ+ friendly offerings, from fertility coverage to reimbursements for associates who chose to build their families through adoption and surrogacy, to domestic partner benefits and health coverage for gender reassignment. In addition, Capital One’s campuses offer fitness facilities, cafés and, at certain locations, onsite health services for associates and their families. Our benefits package is unique as it provides flexibility for you to determine your path to health, wealth and life support.

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