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About the Role
The Customer Experience & The Way We Work Enablement (CXTW3E) team drives M&T Bank’s strategic and transformative efforts by integrating Agility, Experience & Process Design, Customer Research, and Change Management. This role focuses on driving the adoption of 'The Way We Work' framework, fostering customer-centricity, collaboration, and continuous improvement.
Responsibilities
- Drive adoption of 'The Way We Work' mindsets, behaviors, and practices.
- Partner with initiative teams to develop and execute adoption plans.
- Help teams apply 'The Way We Work' disciplines practically and with a focus on outcomes.
- Track adoption progress and identify areas for improvement.
- Partner with leaders to establish team practices, routines, and expectations that support adoption.
- Identify opportunities to enhance ways of working, collaboration, and team effectiveness.
- Assist teams in overcoming obstacles that may hinder adoption.
- Support a culture of learning, continuous improvement, and shared accountability.
- Identify organizational, process, cultural, and operational barriers impacting adoption.
- Recommend practical solutions and collaborate with stakeholders to address challenges.
- Monitor adoption risks and trends, adjusting approaches as necessary.
- Capture and apply lessons learned to improve future initiatives.
- Collaborate with initiative leaders, stakeholders, and teams to support adoption and readiness.
- Provide insights on adoption progress, risks, and opportunities.
- Facilitate discussions to build alignment and strengthen ways of working.
- Reinforce key behaviors such as customer focus, collaboration, continuous learning, transparency, and accountability.
Requirements
- Bachelor’s degree and a minimum of 5 years’ relevant work experience, or a combined minimum of 9 years’ higher education and/or work experience (including at least 5 years’ relevant work experience) in lieu of a degree.
- Strong attention to detail.
- Strong ability to lead teams.
- Excellent project management skills.
- Strong analytical ability.
- Creative problem-solving skills.
- Excellent interpersonal skills for business partner relationships.
- Strong written and verbal communication skills.
- Ability to communicate professionally at multiple levels.
- Self-motivated.
- Results-driven.
- Well-organized.
- Ability to handle multiple tasks and work under time constraints.
- Proficient with personal computers and relevant software (spreadsheet, database, graphing, presentation).
Skills
- Agile
- Change Management
- Experience and Process Design
- Customer Research
- Project Management
- Analytical Ability
- Problem-Solving
- Interpersonal Skills
- Communication Skills
- Team Leadership
- Systems Thinking
- Organizational Awareness
Location
- Buffalo, New York, United States of America
Work Type
- Full-time
Experience Level
- Minimum of 5 years’ relevant work experience
Education Level
- Bachelor’s degree
- Higher education
Salary/Compensations
- $89,600.00 - $149,300.00 Annual (USD)
About the Company
- M&T Bank is committed to fair, competitive, and market-informed pay for its employees.