Senior Experience Strategist (Hybrid)
Overview:
As a Senior Service Designer on the M&T Experience Design & Innovation team, you will lead the design of service and touchpoint experiences within the Commercial Bank.
Primary Responsibilities:
Lead team members dedicated to one or more opportunity spaces; connect to broader experience vision.
Ideate and conceptualize service concepts aligned to strategies defined by product and workstream leads and provide recommendations for implementation.
Lead cross-functional teams in design workshops using human-centered and design thinking methodologies.
Perform user/customer research in partnership with our User Experience Research team.
Translate user/customer insights into opportunity spaces for providing differentiating service experiences.
Strategically choose and apply the service design tools and methods (e.g., journey maps, service blueprints) that best fit the strategic outcomes of the program.
Contribute example service design best practices for M&T Bank.
Work closely with peers from Product, Process, Finance, Research, Analytics, and Technology.
Communicate rationale to partners and collaborate with cross-functional peers.
Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Complete other related duties as assigned.
Scope of Responsibilities:
The M&T Experience Design & Innovation team is a dedicated team of designers, developers, strategists, and leaders who believe in the transformative power of customer centricity. We believe that focus on craft and advocacy for the customer as truth are keys to building differentiated, innovative experiences. We lead by example - staying curious, doing the work, and challenging assumptions at every turn. We’re bold enough to believe that great design can exist at a bank, and that it can be a catalyst to bettering the lives of our customers and the communities we share with them. Our mission: Combine deep human understanding with the bank’s full suite of capabilities to provide personal, connected, and surprisingly simple banking experiences that help our customers achieve their financial goals.
Managerial/Supervisory Responsibilities:
None
Education and Experience Required:
Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar, and a minimum of 3 years relevant experience or in lieu of a degree, a combined minimum of 7 years education and/or relevant work/service design experience
Background in the design/user experience field, preferably demonstrated through an online portfolio
Experience creating service blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals to communicate ideas and designs
Hands-on experience designing for a variety of digital touchpoints and non-digital channels
Experience with conceptualization, ideation, and iterative prototyping, and with employing various methods to prototype service concepts such as staging and role-playing approaches
Ability to mentor and educate others on the value and principles of good experience design
Team player who is comfortable navigating ambiguity within a self-directed culture
Ability to establish strong working relationships with colleagues, clients, and key stakeholders
Experience conducting remote and in-person workshops; strong familiarity with supporting tools such as Miro and Webex
Proficiency in design and prototyping tools such as Adobe, Sketch, InVision, Figma or other similar tools used widely in the design community
Proficiency in industry best practices for digital and non-digital products and services
Experience with accessibility standards, cross-platform issues, mobile user interfaces and systems-thinking
Education and Experience Preferred:
Core Competencies:
Customer Centric - Outside in perspective with a focus on improving the customer experience
Curiosity - Seeks out ways to improve the customer experience
Resilient - Respectful of broad opinions and makes tough calls with ease
Driven & Prioritization - Self-motivated and knows how to say no
Challenges assumptions
Decisive & Lead Taking - Sense of urgency with an ability to inspire followers
Takes ownership with a strong sense of accountability
Interdependent - Communicates and convenes others; reaches across boundaries
Continuously seeks out ways to improve
Familiarity with design systems
Experience in financial services industry a plus
Consulting Experience is a plus
Work Model & Office Locations:
This role follows a hybrid work model, requiring onsite presence four days per week at one of M&T Bank’s regional offices. Candidates must reside within a reasonable commuting distance to one of the following locations:
345 Main Street, Buffalo, NY
115 Federal Street, Boston, MA
1 Light Street, Baltimore, MD
1350 I Street NW, Washington, DC
1100 North Market Street, Wilmington, DE
277 Park Avenue, New York, NY
850 Main Street, Bridgeport, CT
77 Pine Street, Burlington, VT
Anticipated Travel Requirements:
Employees in this position should be prepared to travel at least once per month.
Travel frequency may fluctuate based on business demands and the nature of assigned projects.
Employees located outside the Buffalo market are generally expected to travel more frequently than those already based there