Senior Experience Strategist (Hybrid)

M&T Bank; Boston (MA); Hybrid; USD 86,000 - 143,000; Full time

Job summary

M&T Bank is seeking a Senior Service Designer to lead service and touchpoint experiences within the Commercial Bank. You will mentor teams, run cross-functional workshops, and translate insights into opportunity spaces that differentiate our services.

The role requires hands-on research and collaboration with product, process, research, analytics, and technology, while adhering to risk controls. This hybrid role requires onsite presence four days per week at a regional office, with travel as

Qualifications

• Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar.
• Three or more years of relevant service design experience or seven years if no degree.
• Experience creating service blueprints, journey maps, prototypes, empathy maps, and value propositions to communicate ideas.
• Hands-on design for a variety of digital and non-digital touchpoints.
• Ability to mentor others and navigate ambiguity in a self-directed culture.
• Strong collaboration with product, process, finance, research, analytics, and technology teams.

Responsibilities

• Lead teams dedicated to one or more opportunity spaces and align with the overall experience vision.
• Ideate and conceptualize service concepts and provide implementation recommendations.
• Lead cross-functional design workshops using human-centered and design thinking methodologies.
• Conduct user/customer research with our User Experience Research team.
• Translate insights into opportunity spaces for differentiated service experiences.
• Apply appropriate service design tools and methods to achieve program outcomes.
• Contribute best practices for M&T Bank service design.
• Collaborate with peers from product, process, finance, research, analytics, and technology.
• Communicate rationale and collaborate with stakeholders.
• Adhere to compliance and risk controls and uphold the M&T Bank brand.

Skills

Team leadership

Cross-functional collaboration

User research

Workshops facilitation

Stakeholder management

Education

Bachelor's degree in Service Design, HCI or related field

Tools

Miro

Webex

Adobe Creative Suite

Figma

Sketch

InVision

Job description

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

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $85,800.00 - $143,000.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America