Senior UX Researcher - Banking & Customer Experience

M&T Bank; Buffalo (NY); Hybrid; USD 113,000 - 189,000; Full time

Job summary

M&T Bank seeks a Senior UX Researcher to shape customer- and banker-facing experiences. You will deliver actionable research to influence decisions, drive innovation, and improve user experiences for multiple audiences, including employees and customers.

You’ll lead primary research, synthesize insights, and present findings to executives and product teams. Hybrid work with onsite days and proximity to multiple regional offices supports collaboration and impact.

Qualifications

• Bachelor’s degree and a minimum of 5 years’ related experience, or in lieu of a degree, a combined minimum of 9 years’ higher education and/or work experience
• Background in the user experience researcher field, designing and conducting user research studies and applying design-thinking methodologies
• Experience with innovative thinking, the value of research and working with stakeholders to deliver results
• Strong understanding of strengths and shortcomings of different research methods, including when and how to apply them during product development processes
• Experience dealing with ambiguity and leveraging design research as a means to bring clarity to abstract ideas
• Experience with accessibility standards, cross-platform issues, mobile user interfaces and systems-thinking
• Experience using modern design, prototyping and collaboration tools (e.g. Figma, UserTesting, Miro, Jira)
• Experience interacting with various multi-disciplinary teams of professionals
• Strong time management skills
• Strong problem-solving skills
• Strong critical thinking skills
• Strong verbal and written communication skills
• Strong collaboration skills

Responsibilities

• Establish and evolve a consistent research discipline to generate deep insights into user interactions with modern financial products
• Drive definition of user problem statement and alignment around it
• Engage cross-functional teams through research practices, educating them and ensuring findings are implemented
• Apply best practices and method excellence across generative and evaluative mixed-methods research
• Provide guidance and mentorship to others conducting research
• Guide design leads on disciplined prioritization decisions and when to say no
• Employ a range of UX Research methodologies (surveys, ethnography, interviews, testing, etc.)
• Perform rigorous analysis of research data with actionable insights
• Build partnerships with Market Research and analytics teams to leverage insights
• Communicate research results through storytelling to influence strategy
• Adhere to risk and regulatory standards and escalate issues as needed
• Promote an environment that supports belonging and brand values
• Maintain internal control standards and respond to audit points as applicable
• Complete other related duties as assigned

Skills

UX Research

Time management

Problem solving

Critical thinking

Verbal communication

Written communication

Collaboration

Education

Bachelor’s degree

Master’s degree preferred

Tools

Figma

UserTesting

Miro

Jira

Job description

M&T Bank seeks a Senior UX Researcher to shape customer- and banker-facing experiences. You will deliver actionable research to influence decisions, drive innovation, and improve user experiences for multiple audiences, including employees and customers.

You’ll lead primary research, synthesize insights, and present findings to executives and product teams. Hybrid work with onsite days and proximity to multiple regional offices supports collaboration and impact.