Senior Service Design & Strategy Lead

M&T Bank; New York (NY); 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. You will mentor teams and drive human-centered design initiatives.

Hybrid work with onsite four days per week at one of M&T Bank’s regional offices. Location appears Buffalo, NY, with travel as needed. You will collaborate with Product, Process, Finance, Research, Analytics, and Technology to deliver differentiated service experiences.

Qualifications

• Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar with a minimum of 3 years relevant experience or a combined minimum of 7 years education and/or relevant work experience.
• Background in the design/UX field with an online portfolio.
• Experience creating service blueprints, journey maps, concept designs, prototypes, empathy maps, and value propositions.
• Hands-on experience designing for digital and non-digital touchpoints; prototyping and ideation skills.
• Ability to mentor others and navigate ambiguity; strong cross-functional relationships.
• Familiarity with remote and in-person workshops; proficiency with Miro and Webex; design tools like Adobe, Sketch, InVision, Figma.

Responsibilities

• Lead team members dedicated to opportunity spaces and connect to broader experience vision.
• Ideate and conceptualize service concepts aligned to product strategies and provide implementation recommendations.
• Lead cross-functional design workshops using human-centered design methodologies.
• Conduct user/customer research with the UX Research team and translate insights into opportunity spaces.
• Apply service design tools (journey maps, service blueprints) to achieve program outcomes.
• Share service design best practices for M&T Bank and collaborate with Product, Process, Finance, Research, Analytics, and Technology.
• Communicate rationale to partners and manage stakeholder alignment; ensure compliance and risk controls.
• Promote belonging and support the M&T Bank brand; maintain internal controls and audit readiness.

Skills

Human-centered design

Design thinking

User research

Journey maps

Service blueprints

Prototyping

Workshop facilitation

Cross-functional collaboration

Miro familiarity

Figma / Sketch / InVision

Education

Bachelor's degree in Service Design/HCI/Strategic Design

3+ years relevant experience or 7+ years education/experience

Tools

Miro

Webex

Adobe

Sketch

InVision

Figma

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. You will mentor teams and drive human-centered design initiatives.

Hybrid work with onsite four days per week at one of M&T Bank’s regional offices. Location appears Buffalo, NY, with travel as needed. You will collaborate with Product, Process, Finance, Research, Analytics, and Technology to deliver differentiated service experiences.