Job Title

Overview: Join M&T Banku2019s Office of the Customer & Transformation and transform how we serve Commercial and Business Banking clients. As a Senior Experience Designer, youu2019ll be engaged in a multiu2011year modernization of Commercial and Business Banking loan servicing u2013 replacing three legacy systems (including our most critical platform) and shaping cohesive, endu2011tou2011end experiences for customers and the employees who serve them. Youu2019ll partner with UX researchers, change management, operations, technology, and compliance to deliver humanu2011centered solutions at enterprise scale u2013 and coach business partners to adopt design and agile practices that stick. What Youu2019ll Do: + Own discovery & approach : Define the humanu2011centered plan to tackle complex experience challenges across Commercial loan servicing (e.g., payoffs, payments, draws), balancing customer needs, operational realities, and business objectives. + Map & re u2011 design the service : Create service blueprints, journey maps, empathy maps, process maps, concept designs, prototypes, and value propositions to clarify current state and guide future-state decisions. + Drive cross u2011 functional alignment : Orchestrate decisionu2011making with CX partners, operations, technology, compliance, and change management; ensure solutions are feasible, scalable, and aligned to objectives. + Coach for scalability : Teach and model Design Thinking/HCD and agile practices; facilitate remote and inu2011person workshops to build adoption and consistency. + De u2011 risk decisions : Anticipate impacts across programs, platforms, and processes; surface tradeoffs; maintain adherence to risk/regulatory standards and internal controls. + Communicate clearly : Synthesize findings and recommendations; present engagement reports, status, and roadblocks to senior leadership. + Operate autonomously : Work with minimal oversight in a fastu2011moving, evolving environment; be pragmatic (not purist), flexible, and focused on outcomes. What Success Looks Like: + Current u2011 state clarity : Complete and socialize service blueprints for core servicing workflows (payoffs, payments, draws) across customer and employee journeys. + Future u2011 state direction : Deliver prioritized futureu2011state designs and prototypes that reduce cycle time, errors, and handoffs; inform product/technology backlogs and change plans. + Adoption & enablement : Run workshops that increase stakeholder alignment and HCD fluency; establish reusable artifacts and patterns to scale across initiatives. + Measured impact : Improve experience KPIs (e.g., CSAT/NPS, employee effort, cycle times), increase firstu2011timeu2011right outcomes, and reduce servicing pain points tied to legacy systems. Education and Experience Required: + Bachelor's degree, or equivalent work experience + 3+ years relevant work/service design experience Education and Experience Preferred: + 3+ yearsu2019 experience delivering endu2011tou2011end, humanu2011centered solutions (portfolio showcasing service blueprints, journey maps, prototypes). + Experience designing across digital and nonu2011digital touchpoints; strong systems thinking and familiarity with accessibility standards. + Proficiency with Figma, Sketch, Adobe, InVision (or similar) and workshop tools like Miro and Webex. + Strong facilitation, stakeholder management, and the ability to operate autonomously in ambiguity. + A strategic, problemu2011solving mindset with a pragmatic approach suitable for a corporate, regulated environment. + Degree in Service Design, HCI, Strategic Design, or similar. + Experience in financial services u2013 ideally Commercial Banking or complex operations. + Background in enterprise transformation and/or consulting. + Familiarity with design systems and partnering closely with change management. Team & Culture: Youu2019ll join a dynamic, crossu2011functional CX team dedicated to the banku2019s highestu2011priority problems. We value human centricity, inclusion, and outcomes over outputs. We support a collaborative environment that reflects the M&T Bank brand and adheres to the companyu2019s risk and regulatory standards and internal control practices. Working Model/Office Location: This will be a hybrid position that includes time spent working in-office at an M&T Bank location. 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. Therefore, eligible candidates must live within commuting distance to one of our six offices below. + 345 Main Street, Buffalo, NY 14203 + 1 Light Street, Baltimore, MD 21202 + 1100 North Market Street, Wilmington, DE 19801 + 850 Main Street, Bridgeport, CT 06604 + 115 Federal Street, Boston, MA 02110 + 277 Park Avenue, New York, NY 10172 Anticipated Travel Requirements: Employees in this position should be prepared to travel at least once per quarter within the M&T Bank east coast footprint. Travel may occur more often than this and is based upon the needs of the business and work assigned. M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $85,800.00 - $143,000.00 Annual (USD). The successful candidateu2019s particular combination of knowledge, skills, and experience will inform their specific compensation. Location Buffalo, New York, United States of AmericaM&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.