Senior Service Design Lead for Banking Experiences

M&T Bank; Bridgeport (CT); 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 the design of service and touchpoint experiences within the Commercial Bank. This role collaborates with Product, Process, Finance, Research, Analytics and Technology and promotes belonging while adhering to risk controls.

The work model is hybrid with onsite presence four days per week at one of M&T Bank’s regional offices, including Bridgeport, CT. Candidates should be prepared for travel as needed.

Qualifications

• Bachelor's degree in service design or related field with 3+ years of relevant experience.
• Experience creating service blueprints, journey maps, concept designs, and service prototypes.
• Hands-on experience designing for digital and non‑digital touchpoints.

Responsibilities

• Lead team members dedicated to opportunity spaces and connect to the broader experience vision.
• Ideate and conceptualize service concepts aligned to product strategies and provide implementation recommendations.
• Lead cross‑functional design workshops using human-centered and design thinking methodologies.
• Perform user/customer research in partnership with the UX Research team.
• Translate insights into opportunity spaces for differentiating service experiences.
• Apply appropriate service design tools (journey maps, blueprints) to achieve program outcomes.

Skills

Human-centered design

Design thinking

Workshop facilitation

User research

Mentoring

Stakeholder collaboration

Education

Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar

Tools

Adobe

Sketch

InVision

Figma

Miro

Webex

Job description

M&T Bank’s Experience Design & Innovation team seeks a Senior Service Designer to lead the design of service and touchpoint experiences within the Commercial Bank. This role collaborates with Product, Process, Finance, Research, Analytics and Technology and promotes belonging while adhering to risk controls.

The work model is hybrid with onsite presence four days per week at one of M&T Bank’s regional offices, including Bridgeport, CT. Candidates should be prepared for travel as needed.