As a Product Design Lead on the M&T Experience Design & Innovation team, you will lead experience strategy and product design across complex customer and colleague experiences.
Working closely with Product, Technology, Research, and business partners, you will uncover customer needs, shape product direction, and create experiences that drive meaningful customer and business outcomes.
This role requires a strategic design leader who can guide teams through ambiguity, influence decisions, and turn insights into action.
Primary Responsibilities:
Lead experience strategy, discovery, and design efforts across products, services, and customer journeys.
Define and communicate experience vision through research, journey mapping, information architecture, content strategy, and service design.
Partner with cross-functional stakeholders to align priorities, influence roadmaps, and drive customer-centered outcomes.
Facilitate workshops and collaborative sessions that build alignment and accelerate decision-making.
Drive end-to-endexperience qualityacross products, channels, and touchpoints.
Champion accessibility, design standards, and scalable experience practices.
Mentordesignersand contribute to hiring, onboarding, and talent development.
Ensure adherence to compliance, risk, and governance requirements.
This role willestablishand evolve foundational experience assets across Commercial Treasury experiences, including customer understanding, journey frameworks, navigation models, and experience strategies.
The role is expected to guide work across multiple initiatives, influence portfolio direction, and help create a more cohesive end-to-end experience across products, channels, and customer journeys.
Lead, mentor, and potentially manage designers across one or more product areas. Provide coaching, strategic guidance, and design leadership while helping teams deliver high-quality experiences and achieve customer and business outcomes.
Customer-centric mindset with a deep understanding of customer needs, behaviors, motivations, and pain points.
Strategic thinking that connects customer needs, business goals, and technology capabilities into a clearexperiencevision.
Design leadership that guides teams through ambiguity and drives experience-led decision-making.
Systems thinking with an understanding of how products, channels, journeys, and processes connect into an end-to-end experience.
Facilitation and influence that builds alignment across diverse stakeholders and drives productive conversations.
Strong storytelling and communication skills that translate complex ideas into clear, compelling narratives for teams and senior leaders.
Collaboration and partnership across organizational boundaries to achieve shared outcomes.
Ownership and accountability for delivering results and driving initiatives forward.
Curiosity and continuous improvement through learning, experimentation, and challenging assumptions.
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.
