Senior Service Design Lead

M&T Bank

Buffalo (NY)

Hybrid

USD 86,000 - 143,000

Full time

9 days ago

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Job summary

M&T Bank is seeking a Senior Service Designer to lead service and touchpoint design within Commercial Bank. You will guide cross-functional teams, perform customer research, and translate insights into strategic opportunities that differentiate our service experiences.

The role emphasizes human-centered design methods, collaboration across product and operations, and delivering customer-centric outcomes.

Qualifications

Bachelor's degree in Service Design, HCI, Strategic Design, or similar; 3+ years of relevant experience or 7+ years combined education/experience
Strong portfolio showing service design work and design thinking
Experience creating service blueprints, journey maps, concept designs, prototypes, empathy maps, and value propositions
Experience designing for digital and non-digital touchpoints
Prototyping with staging/role-play and iterative methods
Ability to mentor others and navigate ambiguity in a self-directed culture
Strong relationships with colleagues, clients, and stakeholders
Experience conducting remote and in-person workshops; familiarity with Miro and Webex
Proficiency with design tools and systems; accessibility and cross-platform knowledge

Responsibilities

Lead cross-functional teams in design workshops.
Perform user/customer research with UX Research.
Translate insights into opportunity spaces for differentiating service experiences.
Apply service design tools like journey maps and blueprints to strategy outcomes.
Collaborate with Product, Process, Finance, Research, Analytics, and Technology.
Promote customer-centric design and brand values.
Ensure compliance and risk controls adherence.
Travel as required by program needs.