Senior Associate Communications Copywriter (12 months contract)

Capital One•Toronto, ON

1d•Hybrid

About The Position

In this role, you’ll be the strategic voice behind our customer-facing communications, responsible for crafting, optimizing and leading our content engine across all customer communications. You’ll be the guardian of our brand’s pulse, using your words to deepen customer loyalty and make our brand's vision unmissable. You’re someone who blends storytelling with conversion psychology, knows how to pack a punch into a character limit and loves seeing your words drive actual results. You’re interested in the "why" as much as the "what," and you're ready to collaborate with a high-energy team of designers, editors, localization specialists and process managers and project managers to bring our content pillars to life. Candidates must submit work samples/portfolios with their application.

Requirements

4+ years of experience in multichannel, customer-facing content creation (copywriting, content strategy, online publishing, UX writing, digital marketing, etc.)
Proven writing and editing skills, and outstanding command of English spelling and grammar.
Experience with CP style and working with company style guides.
Proficiency with varied content types, including action-oriented digital messages (like emails, push notifications and SMS) or legal/regulatory content (application disclosures, cardholder agreement, benefits booklets).
Adobe Workfront or comparable work management software (working knowledge).
Ease with managing multiple projects big and small, while navigating a fluctuating workflow, maintaining copy decks, meeting deadlines and proactively communicating status updates.
Incredible people skills and ability to partner effectively with diverse stakeholders (product, legal, process).
Desire to collaborate, incorporate feedback and negotiate when necessary.
Working knowledge of accessibility, plain language and SEO best practices.
A willingness to embrace change, adapt strategies on the fly and be open to new ways of working.

Nice To Haves

Bachelor's degree in English, journalism, public relations or a related communications field.
Experience in financial services, insurance or other highly regulated industries.
Experience working for an in-house creative team or a creative agency.
Experience using professional AI tools to scale and improve content production.
Experience with email marketing tools like Taxi for Emails, Chamaileon, Knak, Salesforce Marketing Cloud (SFMC) and Hubspot.

Responsibilities

Leveraging strong writing and deep user experience expertise to craft compelling, on-brand, error-free content for customer communications channels.
Interpreting and building upon creative briefs to deliver digital messages (including emails, SMS, push notifications), letters, statements and account level messages, annual reports, card carriers, application disclosures and more.
Ensuring that messaging fits its delivery format, channel or stage of the customer journey, and incorporates user experience and accessibility standards.
Partnering closely with graphic designers, editors, localization specialists, process managers and project managers to facilitate cohesive, deadline-driven work.
Developing and maintaining systems and best practices for content creation, maintenance and repurposing.
Using appropriate tools, frameworks and design systems to do so.
Interpreting business priorities, reviewing performance metrics from current or previous customer-facing communications, and developing strategies for creative messaging to influence them.
Presenting to internal stakeholders, advocating for content strategies and best practices, and anchoring recommendations with reasoning.
Demonstrating knowledge of evolving industry trends and technology, including AI adoption, and adapting creative strategies to leverage them effectively.
Conducting periodic competitive audits.