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Lead the development of enterprise-wide experience and process design capabilities to deliver customer-centered outcomes. Act as a consultant to business leaders to embed design thinking into strategies and scale human-centered design practices.
Requires a Bachelor's degree in Service Design or a related field with at least 5 years of relevant experience. Must have proven expertise in Design Thinking, service blueprinting, and experience designing for both digital and non-digital channels.
M&T Bank is seeking a dynamic and highly skilled Lead Experience Strategist to join our integrated Experience & Process Design organization. This team is accountable for shaping and scaling enterprise-wide experience, service, and process design capabilities to deliver cohesive, customer-centered, and operationally sound outcomes across the bank. This is a multidisciplinary team that spans service design, journey design, design strategy, and process engineering, and will operate at the intersection of business, technology, and operations. The team will be responsible for maintaining the standards that allow these practices to scale sustainably across the enterprise and will also be deployed to engagements throughout the enterprise, acting as a thought partner and consultant to business leaders as their teams build and deliver exceptional end-to-end customer experiences.
The ideal candidate is a seasoned design lead who can operate equally well as a trusted advisor and coach to business partners and teams and design executor to support scale of human centered design practices and delivery of measurable business impact in a regulated environment.
Key Responsibilities:
Managerial/Supervisory Responsibilities:
Education and Experience Preferred:
Work Model & Office 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:
Anticipated Travel Requirements:
Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. Founded in 1856 in Buffalo, NY we are now a top 11 full-service US-based commercial bank with a retail footprint across the east coast and wealth services available nationwide and abroad. As a bank, we offer advice, guidance, expertise, and solutions across the entire financial spectrum that combines M&T’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. We are a community-minded organization with more than 167 years of experience. We serve customers, community, and colleagues whether they be across the street, across the state or across the country. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor and we seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.
Offices: 345 Main St., Buffalo, New York 14203, US · 1 Light St., Baltimore, Maryland 21202, US · 1100 N. Market St., Wilmington, DE 19801, US
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