About this role
Overview:
As a Senior User Experience Content Strategist on the M&T Experience Design & Innovation team, you will lead the development of unified messaging and experience strategies for digital identity products and services, beginning with the retail consumer journey and scaling across the enterprise. Your work will set the foundation for enterprise-wide transformation by championing secure, seamless, and user-centric experiences at every touchpoint—login, account management, authentication, and self-service. Guided by a strategic mindset and the Northstar vision, you will design solutions that address immediate consumer needs while planning for scalable, long-term impact, ensuring all messaging and interactions meet business goals, regulatory requirements, and the evolving expectations of digital customers.
Primary Responsibilities:
- Lead unified content strategy for enterprise digital transformation, starting with retail consumer experience and scaling across business lines.
- Set strategic direction for retail consumer messaging, guiding the Northstar vision and ensuring secure, user-centric communications.
- Develop and refine content for CIAM solutions, including MFA, password management, login flows, and unified account management.
- Align content initiatives with Northstar strategy and modernization goals for scalable, long-term impact.
- Plan and execute phased content delivery, adapting strategies for multiple business areas and supporting iterative improvement.
- Collaborate with cross-functional teams to ensure messaging meets business, regulatory, and user requirements.
- Advocate for user-centered messaging through research, testing, and data-driven insights.
- Promote brand values and belonging across all digital channels.
- Use data and metrics to identify opportunities for ongoing content enhancements.
- Adhere to company risk, regulatory, and internal control standards.
- Complete other related duties as assigned.
Scope of Responsibilities:
The M&T Experience Design & Innovation team is a multidisciplinary group dedicated to transforming digital experiences across the enterprise. We champion customer centricity and innovative design, driving enterprise-wide change through curiosity and collaboration. Within this team, Enterprise Experience Design leads the vision for identity solutions that prioritize security, operational efficiency, and a unified customer experience. We guide cross-functional teams in tackling enterprise challenges, and continually advance our design toolkit to deliver simple, connected solutions that help customers achieve their financial goals.
Education and Experience Required:
- Bachelor’s degree and at least 5 years of related experience, or 9 years combined higher education and/or work experience, including 5 years relevant experience.
- Background in user experience, ideally demonstrated through an online portfolio.
- Proven ability to translate complex concepts into clear, engaging copy.
- Experience with innovative thinking, stakeholder collaboration, and delivering results.
- Skilled in clarifying ambiguity through content.
- Knowledge of accessibility standards, cross-platform issues, mobile interfaces, and systems-thinking.
- Proficiency with modern design, prototyping, and collaboration tools.
- Effective working with multidisciplinary teams.
- Strong skills in content organization, information hierarchy, time management, problem solving, critical thinking, communication, and collaboration.
Education and Experience Preferred:
- Master’s degree in a related field.
- Experience supporting the full product development lifecycle.
- Ability to create use cases, flow diagrams, prototypes, scenarios, and wireframes.
- Familiarity with best practices for desktop, mobile, and web applications.
- Experience collaborating with Product Managers, Designers, and Marketers.
- Financial industry experience a plus.
Core Competencies:
- Enterprise strategy and vision
- Phased execution and scalability
- Customer centricity and security mindset
- Cross-functional collaboration and vendor management
- Data-driven decision making
- Regulatory awareness and risk mitigation
- Continuous learning and mentorship
- Familiarity with design systems
Location
Buffalo, New York, United States of AmericaOther facts
About M&T Bank
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.
What you'll do
- Lead the development of unified messaging and experience strategies for digital identity products and services. Collaborate with cross-functional teams to ensure messaging meets business, regulatory, and user requirements.
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