Content Specialist

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 Team

The Content Specialist develops, optimizes and delivers strategic content, both internal and external, across multiple platforms and formats. Key goals include driving new business, brand building, enhancing the customer experience and encouraging retention. 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 prospects.

About the Role

The Content Specialist 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.
• 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.
• Proficiency with multiple content types, whether long-form (e.g. blog posts, press releases, internal communications), or short-form (e.g. banner ads, social posts, UX microcopy).
• Ease with managing multiple projects big and small, while navigating a fluctuating workflow, maintaining copy decks and meeting deadlines.
• 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.

The Content Specialist 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.)

Your Responsibilities:

• Creating content for a variety of formats including emails, social media posts, mobile notifications, video ads, blog posts, customer service letters and internal communications.
• 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 and incorporates user experience, SEO and accessibility standards.
• Demonstrating knowledge of industry trends and developing creative strategies and executions to market products effectively.
• Acting as an arbiter of best practices in brand voice, messaging, writing and style.
• Developing and maintaining systems and best practices for content creation, maintenance and repurposing.
• Conducting periodic competitive audits.

Basic Qualifications:

• Bachelor's degree in English, journalism, public relations or related marketing communications field.
• Minimum of 3-5 years of experience in multichannel, customer-facing content creation (consumer marketing, publishing, journalism, etc.)
• 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.
• Working knowledge of accessibility, plain language and SEO best practices.
• Successful completion of Capital One’s writing assessment (conducted at time of interview).

Software Skills

• Google Workspace, Microsoft Office and Adobe Acrobat Pro (proficient)
• Adobe Workfront or comparable work management software (working knowledge)
• Figma (ideal, but not necessary)

Preferred Qualifications:

• Previous experience in the financial services industry (ideal, but not necessary).
• Previous experience working with legal and compliance teams (ideal, but not necessary).

Working at Capital One.

Enjoy a hybrid work environment, with 3 days in the office. Build a comfortable workspace with our one-time, Work From Home allowance and enjoy our head office located conveniently across the street from Union Station.

Live well—physically, financially and emotionally. Receive support for you and those who are most important to you, with full coverage for spouses, domestic partners, and dependents. With up to $3000 in mental health coverage and up to $5000 in tuition subsidies per year—and much more—you’ll discover that Capital One is committed to helping you live your best life.

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.