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UX Writer, Capital One Spend Arena

Job ID R62711 Updated date 12/10/2018 Location McLean, Virginia; Richmond, Virginia
McLean 2 (19052), United States of America, McLean, Virginia

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 a 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.

UX Writer, Capital One Spend Arena

You work with words inside of user experience design, so you can technically be called a UX Writer, but you may go by the alias of Content Designer or UX Content Strategist. Labels aside, your words help form the customer’s experience within a digital product, as well as the variety of channels a customer may interact with throughout an experience. You can show examples to illustrate how you approach the intersection of UX and Content. You’re a natural information architect, and you’ve got experience conducting 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!

We’re looking for someone who:

  • Is obsessed or infatuated with asking and finding out the answer to the question “why?”

  • Has a great appreciation and is meticulous for how a word is used throughout an experience.

  • Can quickly pivot between projects and know when to proactively insert the content voice.

We’re the Spend Design team. What’s a credit card if not the easiest, most rewarding way to make purchases throughout your day? We focus on experiences that empower our customers to spend anytime, anywhere - no matter what life may throw at them. We focus on empowering our users to spend frictionlessly, recover from unforeseen disruptions effortlessly, and deliver value they can’t get anywhere else. We’re looking for a UX writer to both craft the conversations we have with our users in throughout their Spend journeys and shape the direction of our UX by giving content a voice in the design process.

A typical day in the life of a UX Writer at Capital One:

  • Partner with Design teammates and Product to co-create content within a flow for an experience we’re trying to launch or improve.

  • Conduct a content audit of an experience across channels - identifying disconnects, opportunities for improvement and entirely new ways of delivering an experience.

  • Lead a journey-mapping session to outline the customer experience for adding a new user to an existing account.

  • 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.)

  • Observe and take notes when your design and content is in the lab being tested by 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 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)

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 Analytics — 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 might feel pretty bummed about this job if you:

  • Want to focus solely on content marketing or email marketing

  • Work better in structured environments than in ambiguity and uncertainty

  • Tend to overlook ultra important stuff like proper spelling and comma usage

  • Can’t quickly adapt to change in direction or focus

Basic Qualifications:

  • Bachelor’s Degree or military experience

  • At least 2 years of full-time experience with digital content strategy or at least 2 years of full-time experience on a UX design team

Preferred Qualifications:

  • Bachelor’s Degree in Communications, Master’s Degree in Human-Computer Interaction (HCI), or Master’s Degree in Design

  • 3+ years of full-time experience with digital content strategy

  • 3+ 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.

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.

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