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Knowledge Experience Lead, Content Manager III

Company: Capital One
Location: Chesapeake
Posted on: September 11, 2020

Job Description:

Job Description: 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 are succeeding because they are 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 are on a quest to change banking for good. Knowledge Experience Lead, Content Manager III Who we are: We support the people who support our customers. When customers need help they reach out to a large network of super-talented agents who have to confidently handle anything that is thrown at them. We help those agents to know the best thing to say or do to help our callers. Why we need you: We are changing everything about how we create, present, and manage content. New systems, new ways of working, new ways of thinking about content. We need folks like you who find all of that exciting. What we value: - Curiosity: You will be driven to seek information and will be comfortable not knowing it all. - Collaboration: You will partner across the enterprise to make sure the right content decisions are made. - Kindness: You will drive and support changes to how we work. You'll be empathetic and optimistic throughout that change. - Confidence: You will drive significant results that will influence the experience of millions of customers. What you will learn: - Our customers: You will learn about what our customers experience. You'll know what they understand and what they need more information about. - Our agents: You will learn what our agents do, how they learn, and what challenges they face. - Our business: You will learn about the systems our agents use and about our products and policies. - Our partners: You will partner product, tech, risk, and line of business resources and learn how to support them. What you will do: * Understand different content needs and develop a content strategy and design for fulfilling on those needs * Own the content and information architecture standards * Influence and drive the experiences for how users interact with knowledge content * Use content diagnostic data to understand how content is performing and lead efforts to improve existing content and develop new content ideas for the future * Communicate to investors and stakeholders about content strategy and experience initiatives Basic Qualifications: oHigh School Diploma, GED, or equivalent certification oAt least 3 years of experience in content management Preferred Qualifications: o Bachelor's Degree in Communications or Library Science oAt least 2 years of experience leading or managing in a content delivery environment oAt least 4 years Content strategy experience oAt least 2 years UX Experience At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Keywords: Capital One, Chesapeake , Knowledge Experience Lead, Content Manager III, Executive , Chesapeake, Virginia

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