Senior Manager, Conversation Design (Product Design)

Senior Manager, Conversation Design (Product Design) At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We’re succeeding because they’re succeeding. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we’re on a quest to change banking for good. We’re currently seeking a senior manager of content design to join our Retail Bank Content Design team, which is part of the Experience Design organization. Shape the future of AI banking as a Senior Manager, Conversation Design on our Retail Bank Content Design team! You’ll lead the conversational design vision for our AI agent servicing experience by creating \"golden dialogues\" and mapping conversational journeys that make AI interactions feel natural, transparent and human. We’re looking for someone content design experience, and a strong background in conversation design, training and monitoring LLMs, and complex problem spaces that require systems thinking and logic mapping. The Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences and 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, learn, and change banking for good, we’d love to hear from you. Role Expectations As a senior manager of content design, you’ll combine your craft expertise and leadership skills with an understanding of our customers and the business to co-create innovative solutions to complex problems, drive product strategy and contribute to a thriving team culture of high performing designers. Here are some of the expected competencies for this role: Content Design Expertise: Leverage your established writing and user experience design expertise to craft and drive the value of compelling, accurate and accessible digital content experiences that solve larger strategy problems and shape expectations; use and guide use of appropriate tools, platforms, frameworks and design systems to create artifacts that may include content audits, taxonomy and terminology lists, content guidelines and patterns, content governance models and microcopy for websites, user interfaces, emails, push notifications and chatbot responses that support end-to-end user flows Mentorship: Advance the craft of design at Capital One by leading, mentoring and consulting with others, providing expertise that matures the design discipline, builds our culture and enables work to move forward efficiently Strategic Influence: You'll shape product direction and outcomes by leveraging deep content design expertise, user insights, and an understanding of the business. You'll drive alignment across product, tech, and business partners, ensuring user needs are central to our overall strategy and enabling bold, innovative solutions to complex problems. Human-Centered: Advocate for human-centered methodologies that align customer needs and business goals by applying data, research insights, design expertise and a mature perspective to problem-solving across the portfolio Business-Focused: Demonstrates strong knowledge of products and processes and customers, competitors and broader market trends and use that knowledge to shape how Design should engage (i.e., actively managing the portfolio, pivoting, redirecting and broadening and narrowing scope, as needed) Problem-Solving: Own the problem-solving approach (issue, impact, resolution) and apply good judgment when exploring alternatives and balancing competing interests or priorities, leveraging leadership for input and alignment. Bring exceptional creativity to exploring a solution space. Collaboration: Engage partner expertise and perspectives from across the organization to support workstream projects and identify the people needed to move the work forward, embracing compromise to solve strategic challenges and deliver the best results Communication: Present work across levels and job functions, modeling a strategic human-centered approach that integrates design frameworks, data and research insights to make the complex accessible, influence stakeholders and achieve desired results The ideal candidate has a strong portfolio demonstrating your leadership, process, results and impact. Basic Qualifications At least 6 years of experience with content design, content strategy, or UX writing At least 6 years of experience working with and contributing to an established design system Preferred Qualifications At least 8 years of experience with content design, content strategy, or UX writing At least 8 years of experience collaborating with product, tech and business partners Experience leading design projects or teams Proficiency in design and prototyping tools such as Figma Experience working in heavily regulated, data heavy problem spaces At this time, Capital One will not sponsor a new applicant for employment authorization for this position. #J-18808-Ljbffr Capital One