Senior Service Designer - Customer Banking Experiences

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

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