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

Capital One; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

An established industry player is seeking a Senior Director of Content Design to lead a dynamic team focused on enhancing the customer journey. This role emphasizes a human-centered approach, leveraging storytelling and user experience design to create impactful digital content. The ideal candidate will possess extensive experience in content strategy and team leadership, driving excellence across various projects. Join a collaborative environment where your insights will shape the future of customer interactions and drive business innovation. If you thrive in a creative and strategic setting, this opportunity is perfect for you.

Qualifications

• 10+ years in content, strategy, or user experience design.
• 3+ years leading design teams with a focus on collaboration.

Responsibilities

• Lead a team to establish content standards and best practices.
• Drive content research frameworks and oversee user-centered experiences.

Skills

Content Design Expertise

User Experience Design

Storytelling

Leadership

Human-Centered Design

Problem-Solving

Communication Skills

Collaboration

Education

Bachelor's Degree in Design or Related Field

Tools

Figma

Job description

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.

What You’ll Do:

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.

Basic Qualifications

• 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.