Jo Ernst

About Jo Ernst

I believe that even in a highly regulated world, content should feel human. I use strategic design to turn complex business goals into simple, conversational experiences that make customers feel heard. My focus is on delivering authentic, accessible solutions that build trust—and drive real results.I bridge the gap between complex financial data and intuitive storytelling by anchoring every experience in my 4 C’s framework—Clear, Conversational, Customer-first, and Concise—while embracing AI as a partner to scale the work without losing the heart of the user’s journey.I got my start in SEO copywriting, so let me go ahead and front-load these skills: Content Design, UX Writing, Information Architecture, Content Strategy, Product Strategy, Systems Thinking, Figma, Content Governance, Accessibility, and AI Content Operations.

Experience

1. Manager, Content Design Lead

   Capital One

   Apr 2023 — Present · Richmond City County, VA, US

   Strategic Impact & Quantified Results - Led a content-first microsite to help legacy customers navigate a major acquisition, turning a high-anxiety moment into a clear, reassuring experience that protected $88B in deposits- Accelerated cross-functional workflow by managing 100 approvers and 12 revision rounds; introduced a new standard of embedding creative rationale into Figma to expedite senior leadership sign-off- Reimagined the universal navigation of capitalone.com through IA user testing, generating significant annualized lifts of 14M (Benefits & Tools) and $18M (Business menu)- Oversaw the A/B content testing for homepage hero banners, ensuring quality and consistency across each line of business while documenting governance for best practices and Site standards. Content Leadership, Governance & Influence- Offered consultation and content support as a Content Subject Matter Expert (SME), routinely consulted by senior leaders and partners to guide and resolve the most complex, high-tension content areas- Crafted customer-centered copy across diverse and often conflicting use cases, converting complex data and business requirements into simple, intuitive and clear messages that addressed user pain points- Built trusted, early partnerships with Product, Research and Tech teams, embedding content strategy directly into the product lifecycle to drive customer-centric decision-making- Mentored junior designers and actively participated (for example: presented, hosted, served on the steering committee) in the Content Community of Practice and localized Content Coalition- Served as Content Pillar Lead for Research, working directly with research team to framework variant testing and help Content and Research partner proactively and often.

Education

• University of Virginia

  Bachelor of Arts (B.A.), Modern Studies, English Language and Literature

  2002 — 2006

Skills

• Newsletters
• Article Submission
• Advertising
• SEO
• Blogging
• Ap Style
• Social Networking
• Freelance Writing
• SEO Copywriting
• Brochures
• Writing
• Digital Marketing
• Content Management
• Publishing
• Online Marketing
• Editing
• Web Content Writing
• Web Content
• Social Media
• Blog Marketing
• Copywriting
• Press Releases
• Digital Media
• Proofreading
• Content Strategy
• Newspapers
• Facebook
• Indesign
• Publications
• Landing Pages
• Social Media Marketing
• Google Analytics
• Interviews
• Web Marketing
• Marketing Copy
• Marketing
• Copy Editing
• Creative Direction