Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

In this role, you will be the strategic voice behind customer-facing communications, responsible for crafting, optimizing, and leading the content engine across all customer communications. You will be the guardian of the brand's pulse, using words to deepen customer loyalty and make the brand's vision unmissable. This position blends storytelling with conversion psychology, focusing on creating impactful content within character limits that drives results. You will collaborate with designers, editors, localization specialists, and project managers to bring content pillars to life.

Responsibilities

Craft compelling, on-brand, error-free content for customer communications channels, leveraging strong writing and deep user experience expertise.
Interpret and build upon creative briefs to deliver digital messages (emails, SMS, push notifications), letters, statements, account level messages, annual reports, card carriers, and application disclosures.
Ensure messaging fits its delivery format, channel, or customer journey stage, incorporating user experience and accessibility standards.
Partner with graphic designers, editors, localization specialists, process managers, and project managers for cohesive, deadline-driven work.
Develop and maintain systems and best practices for content creation, maintenance, and repurposing using appropriate tools, frameworks, and design systems.
Interpret business priorities, review performance metrics, and develop creative messaging strategies to influence them.
Present to internal stakeholders, advocate for content strategies and best practices, and anchor recommendations with reasoning.
Demonstrate knowledge of evolving industry trends and technology, including AI adoption, and adapt creative strategies accordingly.
Conduct periodic competitive audits.

Requirements

4+ years of experience in multichannel, customer-facing content creation (copywriting, content strategy, online publishing, UX writing, digital marketing, etc.).
Proven writing and editing skills with outstanding command of English spelling and grammar.
Experience with CP style and working with company style guides.
Proficiency with varied content types, including action-oriented digital messages (emails, push notifications, SMS) or legal/regulatory content (application disclosures, cardholder agreement, benefits booklets).
Working knowledge of Adobe Workfront or comparable work management software.
Ability to manage multiple projects, navigate fluctuating workflows, maintain copy decks, meet deadlines, and proactively communicate status updates.
Excellent people skills and ability to partner effectively with diverse stakeholders (product, legal, process).
Desire to collaborate, incorporate feedback, and negotiate when necessary.
Working knowledge of accessibility, plain language, and SEO best practices.
Willingness to embrace change, adapt strategies on the fly, and be open to new ways of working.
Candidates must submit work samples/portfolios with their application.

Skills

Copywriting
Content Strategy
Online Publishing
UX Writing
Digital Marketing
Writing
Editing
CP Style
Company Style Guides
Content Management
Accessibility
Plain Language
SEO
AI Adoption
Storytelling
Conversion Psychology

Location

161 Bay Street (93021), Canada, Toronto, Toronto, Ontario

Work Type

12 months contract
Hybrid work environment

Experience Level

Senior Associate

Education Level

Bachelor's degree in English, journalism, public relations or a related communications field (preferred)

Benefits

Hybrid work environment
3 days in the office
One-time Work From Home allowance
Head office located conveniently across the street from Union Station
Full coverage for spouses, domestic partners, and dependents
Up to $3,000 in mental health coverage
Up to $5,000 in tuition subsidies per year

About the Company

For 30 years, Capital One Canada has 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!
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.

Equal Opportunity

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 ARCanada@capitalone.com.
All information you will provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.