Senior Organizational Change Manager

About the Team

Customer Experience & The Way We Work Enablement is a high-impact team at the heart of M&T Bank’s most strategic and transformative efforts. We are 40+ diverse professionals united by a shared purpose: to drive meaningful change through The Way We Work. The Way We Work is our operating system, blending Agile, Service & Experience Design, Customer Research, Insights, and Change Management into a cohesive approach that empowers individuals, teams, and organizations to thrive through mindsets, behaviors, and practices that foster collaboration, innovation, and continuous improvement.

Responsibilities

• Assess and Shape Solutions
  • Partner with leaders and stakeholders to understand business opportunities, challenges, and desired outcomes.
  • Lead discovery conversations that uncover root causes, dependencies, stakeholder impacts, and organizational considerations.
  • Evaluate opportunities through multiple lenses including people, process, customer experience, service design, and organizational readiness.
  • Recommend integrated approaches by drawing upon the expertise of change management, customer research, service design, and agile practitioners.
  • Serve as a strategic thought partner to leaders, helping them define solutions that are practical, scalable, and sustainable.
• Lead Organizational Change
  • Serve as the lead Organizational Change Management practitioner for prioritized initiatives within Enterprise Platforms and other areas of business.
  • Develop and execute change strategies that enable adoption, minimize disruption, and accelerate realization of business outcomes.
  • Assess organizational impacts and readiness, identifying risks, resistance points, and adoption challenges.
  • Coach executives, sponsors, leaders, and teams through complex organizational changes.
  • Design communication, engagement, learning, and reinforcement strategies that support successful implementation and long-term sustainability.
  • Measure adoption, readiness, and change outcomes, using insights to continuously improve results.
• Advance the Change Management Discipline
  • Help shape the future of change management at M&T by contributing to enterprise standards, methodologies, tools, and best practices.
  • Partner with Enterprise Change Management Office leadership to identify opportunities to strengthen organizational capabilities and maturity.
  • Mentor and develop practitioners across the enterprise, helping elevate change management effectiveness and consistency.
  • Contribute thought leadership on emerging change management trends, organizational effectiveness practices, and transformation approaches.
  • Serve as a visible champion for The Way We Work and the value of integrated, human-centered transformation.
• Model Enterprise Leadership
  • Demonstrate strategic thinking, enterprise mindset, and sound judgment in ambiguous and evolving situations.
  • Build credibility through influence rather than authority, earning trust with executives, business leaders, and cross-functional partners.
  • Balance tactical execution with long-term capability building and organizational improvement.
  • Operate as a collaborative leader who develops others, challenges assumptions constructively, and continuously seeks better ways of working.

Requirements

• A bachelor's degree and at least 7 years of experience leading organizational change, transformation, organizational effectiveness, or related disciplines.
• Proven success leading enterprise-scale, high-impact initiatives and delivering measurable business outcomes in complex, matrixed organizations.
• Demonstrated ability to assess organizational challenges, facilitate discovery, and develop integrated solutions by leveraging change management, agile, customer research, service design, process improvement, and other complementary disciplines.
• Strong consulting, facilitation, and influencing skills, with the ability to engage senior executives, challenge assumptions constructively, and shape strategic decisions.
• Exceptional systems thinking and business acumen, connecting business strategy, customer needs, employee experience, organizational effectiveness, process design, and change adoption.
• Experience integrating change management strategies with agile ways of working to support stakeholder engagement, readiness, adoption, and sustained results.
• A track record of building organizational capability through coaching, mentoring, and advancing professional practices across teams and functions.
• A recognized change management certification such as Prosci or ACMP CCMP.

Preferred Qualifications

• An MBA or advanced degree in Organizational Development, Organizational Behavior, Change Management, Business Administration, Human-Centered Design, or a related field.
• Experience working within multidisciplinary teams that bring together change management, customer experience, service design, customer research, agile delivery, process improvement, product management, or operational excellence capabilities.
• Demonstrated success helping leaders assess complex business opportunities and shape solutions that balance customer, employee, process, technology, and business considerations.
• Experience coaching senior leaders and executives through significant organizational transformation, operating model changes, or enterprise-wide strategic initiatives.
• A track record of developing organizational capability through mentoring, coaching, community building, methodology development, or advancement of professional practices.
• Experience contributing to or leading the evolution of a change management, transformation, organizational effectiveness, or continuous improvement function.
• Strong facilitation and consulting skills, with the ability to lead discovery sessions, challenge assumptions, align diverse stakeholders, and navigate ambiguity.
• Experience influencing outcomes in highly matrixed organizations without direct authority.
• Banking or financial services experience, including familiarity with the regulatory, operational, and cultural considerations that influence large-scale change.
• Experience leading people, programs, communities of practice, or matrixed teams, including talent development, capability building, succession planning, or workforce planning.
• Proficiency with collaboration and transparency tools such as Jira, Miro, Target Process, or similar platforms that support agile and cross-functional ways of working.

Work Model & 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

Pay

The pay range for this position is $118,200.00 - $197,000.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.