Work From Home - Principal Associate - Content Strategist

Work From Home - Principal Associate - Content Strategist

Join to apply for the Work From Home - Principal Associate - Content Strategist role at Capital One
.

To be eligible for this role, candidates must live within a 100‑mile radius of one of the following zip codes (excluding CA) and report in person when required, with at least 24 hours notice:

• 23060 (Richmond, VA)
• 23320 (Chesapeake, VA)
• 33634 (Tampa, FL)
• 89144 (Las Vegas, NV)
• 75024 (Plano, TX)
• 19801 (Wilmington, DE)
• 68521 (Lincoln, NE)
• 56301 (St. Cloud, MN)

We’re a team of content creators who work with operations, product, tech, and design teams to deliver content experiences that help our agents solve problems for millions of customers. Our content solutions empower agents to handle anything that is thrown at them.

It’s an exciting time to join our team. We’re on a content transformation journey—redesigning how we research, think about, create, present, and manage content. We need folks who are excited to jump in head first and deliver significant results and first‑class content experiences for our agents.

• As a people leader, you coach and develop a team of content strategists through their strengths and leadership style.
• Lead and manage the flow of work from internal customers to ensure on‑time, high‑quality content delivery.

• Partner cross‑functionally with project customers and stakeholders to understand strategic objectives, programs, and roadmaps.
• Provide strategic direction and priorities for comprehensive content strategies that meet business needs and advocate for the agent experience.

• Leverage data and agent experience tools to identify insights and trends about content performance.
• Oversee research initiatives, including agent user testing and feedback sessions to validate content solutions.

• Deliver and coach the team on writing simple, clear, human‑centric content that guides agents on what to say or do.
• Ensure all content is natural language, easy to understand, and consistent with best practices.

• Ensure content solutions adhere to compliance requirements and content standards.
• Follow governance processes and identify downstream impacts to mitigate risk.
• Inform project partners of standards and processes and how they affect timelines.

• Build relationships and collaborate with stakeholders to prioritize and deliver commitments.
• Use strong influencing and partnership skills to drive project priorities and continuous improvement.
• Mentor team members on content best practices for agent performance solutions.
• Contribute to our content strategy community of practice, guiding standards, practices, and guidelines.

• Engaged people leader passionate about coaching and development.
• Communicator and influencer who advocates for user experience and keeps the team focused on intuitive content.
• Do‑er who navigates ambiguity, pivots when priorities shift, and champions change.
• Passionate and customer‑focused, consistently challenging the team to build intuitive experiences.
• Learner who stays up‑to‑date on best practices and seeks continuous improvement.
• Team player who builds trust and collaborates across stakeholders.

• High School Diploma, GED, or equivalent certification.
• At least 3 years of writing experience in content strategy, UX writing, technical writing, communications, or marketing.
• At least 2 years of people leadership experience.

• 4+ years of experience writing for digital products or conducting UX research.
• 3+ years of people leadership managing a team of content writers.

• Secure home office environment free from background noise and distractions.
• Reliable private internet connection (not cellular or hotspot).
• Internet service supplied by Cable or Fiber Internet Service Providers (ISP). Hotspots and satellite services are prohibited.
• ISP download speeds on VPN must be at least 5 Mbps (10 + Mbps preferred).
• Both hardwire and Wi‑Fi connections acceptable if speed and security requirements are met.
• To validate ISP speeds, use…