Content Creator, Senior Associate | C&O Associate Insight, Media, and START Team

Capital One • Wilmington, DE

4d

About The Position

We're doing amazing things across Retail Bank and continue to make progress on Making Banking Surprisingly Easy. We're offering our customers stress-free products of everyday banking (360 is everywhere), we're creating a differentiated digital experience (top-rated app, amazing Ambassador tools), we're progressing on our location strategy (we now have 68 Cafés open across the country), our Ambassadors are delivering our brand experience across the footprint regardless of whether a customer is in a Branch or Café (they’re here to assist and support our customers and communities—NOT sell), and we're telling our story to the nation (Jeremy “The Bank Guy” is a household name).

We, the Associate Insight, Media and START (AIMS) Team, provide simple, compelling, engaging communications and multimedia experiences, as well as resources empowering our Branch and Café Ambassadors with the knowledge they need to help our customers succeed—all in the spirit of collaboration, style, grace, and fun! With dedication to the Ambassador, creation of a consistent and legendary customer experience, well-managed curation, and inclusive sharing of knowledge, we help Ambassadors feel supported, connected and included.

As a Sr. Content Writer, you’ll be part of a smart, creative and talented team responsible for crafting and writing effective communications that inform, compel and deliver excellence to our Ambassadors and associates. You’ll play a key role in the formal copywriting, drafting and formatting of communications impacting bank operations and Ambassadors’ day-to-day, along with the bank’s bottom line. You’ll be at the forefront in this position, you’ll contribute immediately through writing, while strengthening your collaboration and influencing best practices. The ideal candidate is a master of their craft, a versatile writer who writes equally as compelling and effective copy for technical and operational resources as they do marketing, long-form stories, and creative intent.

Requirements

• High School Diploma, GED, or Equivalent Certification
• At least 3 years of experience in short and long-form writing for digital channels including email, e-newsletters, web pages, online articles, video, or knowledge management platforms
• At least 1 year of experience with Google Suite products
• You have a keen eye and discernment as to what to say and how to say it.
• You’ve got a strong grasp on the importance of how information is organized and arranged for consumption/recall based on a variety of learning styles—striking the right level of detail for the audience.
• You're a natural editor and journalist. You notice grammatical errors and are comfortable editing and making recommendations to other copywriters.
• You can curate a story grounded in our business and strategy, and deliver it in a compelling narrative.
• You juggle multiple tasks masterfully while delivering great results.
• We’re inherently entrepreneurial, which means we’re never without multiple projects in flight.
• You take pride in your work.
• You’re able to communicate across different audiences.
• You have excellent written and verbal communication skills.
• The ability to influence across and up is key to success in this position as you’ll be collaborating with various partners across the team and all of Retail Bank on a day-to-day basis.
• You’re no stranger to editorial style guidelines.
• You’re obsessed with accuracy and possess strong writing skills and a command of our brand voice (i.e. clear, concise, personable, friendly and accurate).
• You’re digitally savvy. You know more than copy and paste keyboard shortcuts, and easily learn and employ new applications and tech -niques for the benefit of the communications experience.
• You read online news feeds, peruse blogs and follow writing trends.
• You may even get news-to-know delivered to your inbox.
• You’re a team player and thrive in a fast-paced production environment.
• “That’s not my job” is not in our vocabulary.
• We’re always in each other’s corner.
• You plan ahead and can adapt to change quickly.
• You have a portfolio with at least 3-5 writing samples for internal review.

Nice To Haves

• Bachelor's in English, Marketing, Journalism, Communications
• 4+ years of marketing copywriting, technical writing, or creative writing experience
• 4+ years of writing experience in a retail or banking environment
• 1+ year of experience working with Agile methodologies
• 1+ year of experience formatting and laying out online articles
• 1+ year of experience writing external content or learning content
• 6+ months of Chariot experience or another content management system (CMS)
• 6+ months of process documentation experience

Responsibilities

• Executing operational communications processes to ensure well-managed, high-quality, on-brand content: Writing operational procedures, communications, intranet articles/stories and/or video content to support various projects and initiatives in accordance with our brand and style guidelines for review by senior copywriters
• Partnering with project clients, intent owners, Legal, Risk, and Compliance to reach desired outcomes by clarifying needs and providing apt solutions
• Participating in the on-call schedule to provide urgent communication support that may occur outside of regular business hours
• Submitting copy/content to publish in newsletters, intranet posts and/or Pinpoint pages
• Participating in regular team meetings for information and assignments to support new intent impacting Branch and Café
• Managing assigned START intakes, completing the approval process, keeping the START Announce back-end up to date
• Promoting the associate experience with timely, thoughtful and informed responses to feedback
• Collaborating with Well-Managed Process Owner on process improvement work by lending insights, support and feedback
• Building connections with the broader C&O/Retail Bank and enterprise-wide comms communities
• Supporting miscellaneous copy content needs as needed to support Branch and Café Team, or to elevate the Branch and Café Team story

Benefits

• comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
• performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED