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About the Role

Lead the design of service and touchpoint experiences within the Commercial Bank as a Senior Service Designer on the M&T Experience Design & Innovation team.

Responsibilities

• Lead team members dedicated to one or more opportunity spaces and 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 the User Experience Research team.
• Translate user/customer insights into opportunity spaces for providing differentiating service experiences.
• Strategically choose and apply 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.

Requirements

• Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar, and a minimum of 3 years relevant experience or in lieu of a degree, a combined minimum of 7 years education and/or relevant work/service design experience.
• Background in the design/user experience field, preferably demonstrated through an online portfolio.
• Experience creating service blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals to communicate ideas and designs.
• Hands-on experience designing for a variety of digital touchpoints and non-digital channels.
• Experience with conceptualization, ideation, and iterative prototyping, and with employing various methods to prototype service concepts such as staging and role-playing approaches.
• Ability to mentor and educate others on the value and principles of good experience design.
• Team player who is comfortable navigating ambiguity within a self-directed culture.
• Ability to establish strong working relationships with colleagues, clients, and key stakeholders.
• Experience conducting remote and in-person workshops; strong familiarity with supporting tools such as Miro and Webex.
• Proficiency in design and prototyping tools such as Adobe, Sketch, InVision, Figma or other similar tools used widely in the design community.
• Proficiency in industry best practices for digital and non-digital products and services.
• Experience with accessibility standards, cross-platform issues, mobile user interfaces and systems-thinking.
• Familiarity with design systems.
• Experience in financial services industry a plus.
• Consulting Experience is a plus.

Skills

• Service Design
• Human Computer Interaction
• Strategic Design
• Design Thinking
• User Research
• Journey Maps
• Service Blueprints
• Prototyping
• Adobe
• Sketch
• InVision
• Figma
• Miro
• Webex
• Accessibility Standards
• Systems-thinking

Location

• Buffalo, New York, United States of America

Work Type

• Hybrid

Experience Level

• Senior
• 3 years relevant experience
• 7 years combined education and/or relevant work/service design experience

Education Level

• Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar

Salary/Compensations

• $85,800.00 - $143,000.00 Annual (USD)

About the Company

• 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.
• We believe that focus on craft and advocacy for the customer as truth are keys to building differentiated, innovative experiences.
• We lead by example — staying curious, doing the work, and challenging assumptions at every turn.
• We’re bold enough to believe that great design can exist at a bank, and that it can be a catalyst to bettering the lives of our customers and the communities we share with them.
• Our mission: Combine deep human understanding with the bank’s full suite of capabilities to provide personal, connected, and surprisingly simple banking experiences that help our customers achieve their financial goals.