Senior Service Design Lead: Customer-Centric Experiences

M&T Bank; Washington (District of Columbia); Hybrid; USD 86,000 - 143,000; Full time

Job summary

M&T Bank’s Experience Design & Innovation team seeks a Senior Service Designer to lead service and touchpoint experiences within the Commercial Bank. You will guide cross-functional teams and shape strategy for customer-centric banking solutions.

The role requires hands-on service design, workshop facilitation, user research, and translating insights into differentiated service concepts while ensuring risk controls and brand alignment. Hybrid work model with multiple U.S. offices.

Qualifications

• Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar; minimum 3 years relevant experience or 7 with education
• Experience creating service blueprints, journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals
• Hands-on experience designing for a variety of digital and non-digital touchpoints
• Proven ability to mentor others and lead cross-functional workshops
• Familiarity with design systems and accessibility standards

Responsibilities

• Lead team members dedicated to one or more opportunity spaces and connect to broader experience vision
• Ideate and conceptualize service concepts aligned to strategies and provide implementation recommendations
• Lead cross-functional teams in design workshops using human-centered methods
• Conduct user research in partnership with the UX Research team and translate insights into opportunity spaces
• Apply service design tools (journey maps, service blueprints) to achieve program outcomes
• Mentor and educate others on service design principles and best practices
• Collaborate with Product, Process, Finance, Research, Analytics, and Technology teams

Skills

Service design

Human-centered design

Prototyping

Workshops

Design thinking

Education

Bachelor's degree in Service Design or related field

Tools

Miro

Webex

Adobe

Sketch

InVision

Figma

Job description

M&T Bank’s Experience Design & Innovation team seeks a Senior Service Designer to lead service and touchpoint experiences within the Commercial Bank. You will guide cross-functional teams and shape strategy for customer-centric banking solutions.

The role requires hands-on service design, workshop facilitation, user research, and translating insights into differentiated service concepts while ensuring risk controls and brand alignment. Hybrid work model with multiple U.S. offices.