Overview:

As an Experience Design Lead within the Strategy, Transformation and Innovation Organization, you will be part of a dedicated team of designers, strategists and leaders who are partnering with Process Improvement, Agile, and Change Management experts to drive the adoption of practices that enable the enterprise to thrive in a VUCA environment, accelerate value creation, and position the bank for long-term success. You will lead and organize initiatives that foster the adoption of these practices through the development of strategic learning experience programming and facilitation. We are looking for creative problem solvers who are experienced change leaders within organizations. Flexibility, adaptability and a learner’s mindset are critical to your ability to excel and deliver value.  We also are looking for teammates ready to collaborate with business leaders across the Enterprise with the ability to connect dots will accelerate our ability to reach employees across the company.

Primary Responsibilities:

Agile Methodologies: Participate in and contribute to quarterly routines where team aligns on outcomes and develops a shared roadmap for execution

Design & Development of Offerings: Create or iterate on offerings prioritized through the strategy development process, using an agile, design-thinking approach

End User Experience Design: Design and facilitate overarching experiences for key stakeholder groups within the customer experience community at M&T that help them learn, develop, and plug in to what we have to offer

Iterative Improvement & User Feedback: Conduct end user interviews and devise other means to measure desirability, viability and feasibility of new offerings or iterative improvements to existing offerings

Subject Matter Contributor: Serve as a subject matter expert in one or more design craft areas (e.g. service design, user research, product design, process design) so that others can develop offerings that will promote craft best practices

Experience Facilitator: In certain situations, facilitate workshops or training sessions with members of the M&T community related to customer experience, design or other related topics.

Dot Connector & Integrator: Collaborate with other teams focused on building capabilities, leading change or activating the organization in new ways.  Identify points of connection across teams and find creative ways to integrate and synthesize offerings across teams.

Education and Experience Required:

Bachelor's degree, or equivalent work experience

Minimum of 5 years’ experience in design operations, design strategy, organizational design or psychology, program/project management, or similar

Experience in the creation, roll-out, and change management of team-wide programs and processes

Strong analytical, problem solving, and critical thinking skills with a process-oriented mindset

Strong attention to detail and organization skills, with the ability to manage many cross-functional initiatives at the same time, within a matrixed organization

Prioritize well, know when to focus on current state diagnosis, capability building, partnerships with executive staff and HR leadership team

Foresight to anticipate complex, cross-functional problems, and ability to identify critical elements, variables, and alternatives to develop solutions

Sees obstacles as an opportunity to solve problems, rather than as issues without a solution

Team player who is comfortable navigating ambiguity within a self-directed culture

Flexible mindset and responsive to a changing environment

A partner who can build effective relationships with people outside of our department, like HR and other communications teams

Strong familiarity with remote and in-person collaboration tools such as Miro and Webex

Preferred Skills/Experience:

Understanding of design practices and methodologies

Experience with instructional design and facilitation

Experience with process improvement, agile and change management discipline

Previously held roles as a User Experience Designer, Service Designer, Product Designer, or similar

Work Arrangement:

As the Experience Design Team for a community bank, we believe that our “office” may be anywhere our customers and employees live, work and play.  So while our team members may not be required to come into an office on a set schedule, we are expected to engage in purposeful, in-person collaboration and to be active participants in the M&T community and the communities we serve.  This may require quarterly to monthly travel within the M&T Bank footprint.

This will be a hybrid position (part in-office/part remote) that includes time spent working in-office at an M&T Bank office location, preferably in the Buffalo, NY, New York, NY, Boston, MA, Bridgeport, CT, Baltimore, MD, or Wilmington, DE areas.  Depending upon the location of the final candidate and the needs of the team the position might be hybrid or possibly remote within the M&T Bank footprint (CT, DE, ME, MD, MA, NH, NJ, NY, PA, RI, VT, VA or DC), with travel required as referenced above.

Anticipated Travel:

This position may require quarterly to monthly travel within the M&T Bank east coast footprint.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $97,869.52 - $163,115.87 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

LocationBuffalo, New York, United States of America