As a Lead Experience Strategist within the Enterprise Transformation Enablement team, you will be part of a team of design, agile and change management practitioners dedicated to transforming how the bank solves the highest priority bank problems. You will do this by leveraging the power of human-centered design to solve problems, delivering cohesive end-to-end experiences for our customers and employees and driving the adoption of customer-centric, agile and change management mindsets, behaviors, and practices among key program business partners.
Primary Responsibilities:
Independently develops and initiates the process/approach to be used by a cross-functional team to understand and define complex problems and develops and implements the solutions to be used to tackle the problem.
Complete, and at times oversee, complex research, analysis, design, development efforts throughout the process of problem framing, solutioning and concept development. Engage cross functional colleagues (eg. agility, change management, transformation delivery, commercial business partners, CX partners, user experience research, operations, technology, compliance) to ensure business objective alignment, throughout.
Conducting high level scoping and framing activities (ie. high level discovery) of potential future team work, assess for and recommend course of action, if any, to team manager and business partners. Develop approach for scoping and planning activities for validated engagement/projects. May oversee team execution.
Influence strategic business objectives through highly analytical, human-centered consultation to business partners grounded in thorough understanding and definition of problem space.
Evaluate and understand complex interrelationships and effects among enterprise programs, technology, business operations/processes, customers and employees. Anticipate impacts of a problem, approach or solution. Leverage a strong understanding of the business environment and needs within the area of responsibility.
Develop, complete and present engagement reports; present project, status or activity-related information to senior management to ensure their awareness of engagement impact and any pertinent roadblocks.
Monitor the conditions for team to successfully employ experience methods throughout process of problem identification, solutioning and concept development. Address any issues, escalating when appropriate.
Monitor team member performance, providing individual coaching and feedback to management. Participate in development and implementation of team member development plans.
Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
Maintain M&T internal control standards.
Complete other related duties or projects as required.
Managerial/Supervisory Responsibilities:
May coach more junior team members.
Education and Experience Required:
Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar, or equivalent work experience
5 or more years relevant work/service design experience
Proven expertise in Design Thinking/Human-Centered Design
Developing expertise in principles and practices of Change Management and Agility
Experience creating service blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals to communicate ideas and designs to different groups of stakeholders
Hands-on experience designing for a variety of digital touchpoints and non-digital channels and supporting the delivery of those designs
Experience with conceptualization, ideation, and iterative prototyping, and with employing various methods to prototype service concepts such as staging and role-playing approaches
Project and people management skills; experience functioning as a project leader as well as an individual contributor
Strong ability to mentor and educate others on the value and principles of good experience design
Team player who is comfortable navigating ambiguity within a self-directed culture
Ability to establish strong working relationships with colleagues, clients, and key stakeholders
Extensive experience conducting remote and in-person workshops; strong familiarity with supporting tools such as Miro and Webex
Proficiency in industry best practices for digital and non-digital products and services
Education and Experience Preferred:
Consulting experience
Relevant advanced degree or certification
Financial services/commercial bank experience
Knowledge of change theory and change management practices
Knowledge of agile practices and methodologies
Work Model & Office Locations
This role follows a hybrid work model, requiring onsite presence four days per week at one of M&T Bank’s regional offices. Candidates must reside within a reasonable commuting distance to one of the following locations:
345 Main Street, Buffalo, NY
115 Federal Street, Boston, MA
1 Light Street, Baltimore, MD
1350 I Street NW, Washington, DC
1100 North Market Street, Wilmington, DE
277 Park Avenue, New York, NY
850 Main Street, Bridgeport, CT
77 Pine Street, Burlington, VT
Anticipated Travel Requirements:
Employees in this position should be prepared to travel at least once per month.
Travel frequency may fluctuate based on business demands and the nature of assigned projects.
Employees located outside the Buffalo market are generally expected to travel more frequently than those already based there
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $103,000.00 - $171,600.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
Buffalo, New York, United States of America
Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. Founded in 1856 in Buffalo, NY we are now a top 11 full-service US-based commercial bank with a retail footprint across the east coast and wealth services available nationwide and abroad. As a bank, we offer advice, guidance, expertise, and solutions across the entire financial spectrum that combines M&T’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. We are a community-minded organization with more than 167 years of experience. We serve customers, community, and colleagues whether they be across the street, across the state or across the country.
As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor and we seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members.
M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.
