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Content‌ ‌Strategist (Senior Associate),‌ ‌Content‌ ‌Solutions‌

Location: Richmond, Virginia; Tampa, Florida; Las Vegas, Nevada
Job ID R121199 Updated date 09/15/2021
West Creek 1 (12071), United States of America, Richmond, Virginia

Content‌ ‌Strategist (Senior Associate),‌ ‌Content‌ ‌Solutions‌

We are seeking an experienced Content Strategist to join our team.

Who we are

The Content Solutions team is a small but mighty group of content creators who work with product, tech and design teams to deliver content experiences within Empath, a state-of-the-art technology platform, that helps our agents solve the problems for millions of customers.

We are passionate about crafting the empathetic, human-centered digital content experiences our global network of talented agents use every day to confidently know the best thing to say or do when helping our customers. Our content solutions empower agents to handle anything that is thrown at them.


Why we need you

It’s an exciting time to join our team. We’re on a content transformation journey–one that involves redesigning how we research, think about, create, present, and manage content. We need folks like you who find this exciting  and want to jump in head first to deliver significant results and first-class content experiences for our agents and customers.

What you’ll do

Content strategy

  •  Develop an understanding of our customers’ experiences so we can rethink how our content can help agents deliver brand-defining customer service

  • Engage with agents to understand their needs, pain points, and the challenges they overcome every day when solving customer needs 

  • Partner with technology, product, design, and business teams to uncover customer and business needs–then translate these into natural and engaging conversations for our agents

  • Collaborate with peers across Capital One to ensure strategic alignment with enterprise content standards 

Content creation 

  • Write and manage the content user experiences within Empath, a state-of-the-art platform for agent/customer interface

  • Contribute to content and voice standards to assure content quality while mitigating risk

  • Analyze existing content to identify opportunities for quality improvement

Basic qualifications

  • High School Diploma, GED, or equivalent certification

  • At least 2 years of experience in content strategy, UX writing, communications, or marketing

Preferred Qualifications:

  • Bachelor’s Degree in Communications, Journalism or English 

  • 2+ years Process Management experience

  • 2+ years experience writing for digital products and/or UX research 

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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Who We Are

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.