Senior Director, Content Design - US Card and Small & Mid-Market Business

At Capital One, we believe great products begin with a deep understanding of our customers and delivering end-to-end experience across touchpoints. We use a human-centered approach that embraces technology, design, business strategy, and data not just to deliver great products for customers, but to unlock a competitive advantage for Capital One.

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

We're seeking an established content design leader to lead a talented team across the US Card and Small & Mid-Market Business design organization and collaborate closely with our product design and research teams. The core responsibilities in this role will be to establish consistent standards and best practices for content, develop appropriate governance procedures, drive and oversee a content research framework, and maintain overall excellence for the content discipline. You're able to see both the bigger picture as well as the fine details that contribute to a delivering user-centered content experience, and understand how to leverage research and design to achieve exceptional results.

In this role your purview will span the end-to-end customer journey and include prospects, cardholders, small business owners and support agents as users. You'll be responsible for identifying and advocating for high-leverage opportunities with executive stakeholders and leading highly complex projects that set the bar for and drive experience excellence and business outcomes.

As a design leader, you'll be asked to handle responsibilities, including:

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; mature the company's ability to leverage the content design discipline, broaden perspectives and elevate the design quality of tools, platforms, frameworks and design systems and the artifacts created using them-artifacts that may include content audits, taxonomy and terminology lists, content guidelines and patterns, content governance models and copy across experiences and channels.

Leadership: Build a thriving community of designers who are well supported, trained for excellence and able to collaborate with peers in multiple functions; set the vision and strategic direction for your team in close partnership with your cross-functional partners

Human-Centered: Recognize and pursue opportunities where customer needs and business goals coincide, while reinforcing with teammates and partners the importance of collecting and considering diverse customer perspectives throughout the design process

Business-Focused: Demonstrate a mastery of products, processes, customers, competitors and broader industry trends and apply this knowledge to predict shifts in these areas and shape how Design should engage, uncover and solve significant business challenges

Problem-Solving: Engage with partners to influence the prioritization of technical advances that enable larger teams to design for better outcomes, while ensuring teams are using technical knowledge and data capabilities in service of bold technological solutions, data destinations and efficiency

Collaboration: Connect the dots across the organization, proactively bringing together executive partners in ways that drive more coherent experiences, accelerate delivery and elevate the value of design

Communication: Present work to executive leaders and stakeholders, modeling a strategic human-centered approach that integrates design frameworks, data and research insights to make the complex accessible, influence change and drive strategic direction

• At least 10 years of experience in a content, strategy or user experience design writing role

• At least 3 years of experience leading design teams

Preferred Qualifications:

• 10+ years of experience working with and contributing to an established design system

• 12+ years of experience in a content, strategy or user experience design writing role

• 5+ years of experience leading design teams

• Experience creating content standards and governance models for broad scope across organizations

• Experience with building content testing protocol and frameworks to ensure content choices are data-driven and informed by user insights

• Experience in a design toolkit that spans content design, product design, service design and design strategy

• Skilled at shaping scope and opportunities in partnership with executive stakeholders and leading high-impact, highly complex projects that set the bar for and drive experience excellence

• Deep experience partnering with product managers, engineers, marketing and analytics leaders across multiple business lines to shape strategy, roadmaps and operating models.

• Experience interfacing with executive leadership to solve problems, influence key decisions and drive results across strategy, design, roadmaps and investments

• Proficiency with web and mobile technologies and platforms, navigating technology considerations and constraints to drive sound product and experience decisions

• Expertise with design and prototyping tools such as Figma

• Proficiency in business case development, tying product and user experience decisions to business value

• Exceptional written and verbal communication skills

• Exceptional interpersonal skills and relationship building across complex organizations

• Experience managing a cross-functional team

At this time, Capital One will not sponsor a new applicant for employment authorization for this position

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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

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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).