Senior Associate, Content Designer

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,
Senior Associate, Content Designer
About Capital One Canada.
For over 20 years, we've been on a mission to change banking for good and build relationships by making credit accessible, simple, intuitive and rewarding. We want to help Canadians succeed with credit, because we believe in people - in our customers, in our associates, and in talent like you!
About the Role
The Content Designer develops, optimizes and delivers strategic content, both internal and external, across multiple platforms and formats. Key goals of this content include driving new business, enhancing the customer experience, encouraging retention and brand building.
This individual is a strong writer and strategist with proven experience in all things related to content development, channel optimization and brand consistency. The position collaborates across departments and teams to help bring the brand vision and content pillars to life for our customers and prospective customers.
Your Responsibilities:

• Leveraging strong writing and deep user experience design expertise to craft compelling, accurate and accessible digital content for our mobile app, website, online banking platform, servicing emails, push notifications and chatbot responses.
• Creating marketing and customer communications content for a variety of formats including product pages, emails, social media posts, video ads, blog posts, letters and other customer communications.
• Developing and maintaining systems and best practices for content creation, maintenance and repurposing. Using appropriate tools, platforms, frameworks and design systems to do so.
• Delivering on the intent of a brief while ensuring content is on-brand and consistent in terms of style, quality and tone of voice.
• Ensuring that messaging fits its delivery format, channel or stage of the marketing funnel, and incorporates user experience, SEO and accessibility standards.
• Demonstrating knowledge of industry trends, including AI adoption, and developing creative strategies and executions to market products effectively.
• Acting as an advocate of best practices in brand voice, plain language, messaging, writing and style.
• Conducting periodic competitive audits.

Success Criteria
The Content Designer is measured on the continual improvement of customer awareness, engagement, conversion and retention through content/storytelling.
Success criteria include:

• Delivering high-quality, error-free content efficiently and on time.
• Creating positive brand and user experiences, with consistency across published channels.
• An increase in defined customer engagement metrics, measured by users taking the desired action (e.g. applying, subscribing, clicking, self-servicing, etc.).

Basic Qualifications:

• Bachelor's degree in English, journalism, public relations or related marketing communications field.
• At least 4 years of experience in multichannel, customer-facing content creation (UX writing, content strategy, digital marketing, online publishing, etc.).
• At least 4 years of experience collaborating with product, tech, marketing, legal and business partners.
• Experience with writing to a brief and creating compelling messages for different platforms and target demographics.
• Experience with CP style and working with company style guides.
• Experience using content management systems to create, edit and update content.
• Experience with design and prototyping tools such as Figma.
• Working knowledge of accessibility, plain language and SEO best practices.
• Successful completion of Capital One's writing assessment (conducted at time of interview).

Preferred Qualifications:

• Previous experience in the financial services industry (ideal, but not necessary).

Skills Required
The Content Designer requires a combination marketing and publishing mindset, with a strong customer focus. In essence, this role is the brand storyteller and must be able to help address the pain points and needs of the customer. Specific skills required include:

• Proven writing, editing and marketing skills, and outstanding command of English spelling and grammar.
• Expertise with telling a story using words, images and audio, and using compelling content to drive actions or conversions.
• Ability to interpret the business goal behind the creation of a piece (or series) of content, align it to the customer's mindset and land key messages.
• Ability to present to internal stakeholders and advocate for recommended content and content best practices.
• Proficiency with multiple content types, whether long-form (e.g. blog posts, press releases, internal communications), or short-form (e.g. UX microcopy, banner ads, social posts).
• 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 with company stakeholders and internal colleagues to achieve goals.
• Desire to work collaboratively, incorporate feedback from multiple stakeholders and negotiate when necessary.
• A willingness to embrace change, adapt strategies on the fly and be open to new ways of working.

Software Skills

• Google Workspace (proficient).
• Figma or comparable design/prototyping tool (proficient).
• Adobe Workfront or comparable work management software (working knowledge).
• Adobe Acrobat Pro (working knowledge).

NOTE : We review candidates' work first to determine who we'll be interviewing. Please provide a PDF or URL to an online portfolio.
Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.
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 [email protected] . 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 [email protected]
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).