Senior Experience Strategist (Hybrid)

About the role

As a Senior Service Designer on the M&T Experience Design & Innovation team, you will lead the design of service and touchpoint experiences within the Commercial Bank.

Responsibilities

• Lead team members dedicated to one or more opportunity spaces; connect to broader experience vision.
• Ideate and conceptualize service concepts aligned to strategies defined by product and workstream leads and provide recommendations for implementation.
• Lead cross-functional teams in design workshops using human-centered and design thinking methodologies.
• Perform user/customer research in partnership with our User Experience Research team.
• Translate user/customer insights into opportunity spaces for providing differentiating service experiences.
• Strategically choose and apply the service design tools and methods (e.g., journey maps, service blueprints) that best fit the strategic outcomes of the program.
• Contribute example service design best practices for M&T Bank.
• Work closely with peers from Product, Process, Finance, Research, Analytics, and Technology.
• Communicate rationale to partners and collaborate with cross-functional peers.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

Team & mission

The M&T Experience Design & Innovation team is a dedicated team of designers, developers, strategists, and leaders who believe in the transformative power of customer centricity