M&T Bank Corporation

Service Design Lead (Hybrid)

M&T Bank Corporation • $113K — $188K *
Wilmington, DE 19805Hybrid
Finance & Insurance
5 - 7 years of experience
3 weeks ago
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Service Design or related field, or 9 years relevant work experience
  • 5+ years expertise in Design Thinking/Human-Centered Design
  • Experience creating service blueprints and journey maps
  • Hands-on design experience for digital and non-digital touchpoints
  • Proven project and people management skills
  • Ability to mentor others in experience design
  • Strong ability to build relationships with stakeholders

Responsibilities

  • Develop and initiate processes for problem definition and solution implementation
  • Oversee complex research and design efforts by engaging cross-functional colleagues
  • Conduct high-level scoping and develop planning activities for projects
  • Influence strategic objectives through human-centered consultation
  • Evaluate complex interrelationships among enterprise programs and operations
  • Monitor team conditions to successfully employ experience methods
  • Engage with executives to embed experience thinking into strategies

Benefits

  • Hybrid work model with onsite presence required four days per week
  • Anticipated travel once per month with flexibility based on project needs
  • Opportunities for mentoring and professional development
Full Job Description
Overview:

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:

Enterprise Experience & Process Strategy Execution
  • Independently develops and initiates the process/approach to be used by a cross-functional team to understand and define complex problems and develops and implements the solutions to be used to tackle the problem.
  • Complete, and at times oversee, complex research, analysis, design, development efforts throughout the process of problem framing, solutioning and concept development. Engage cross functional colleagues (eg. agility, change management, transformation delivery, business partners, CX partners, user experience research, operations, technology, compliance) to ensure business objective alignment, throughout.
  • Conduct high level scoping and framing activities (ie. high level discovery) of potential future work, assess for and recommend course of action. Develop approach for scoping and planning activities for validated engagement/projects. May oversee team execution.
  • Influence strategic business objectives through highly analytical, human-centered consultation to business partners grounded in thorough understanding and definition of problem space.
  • Evaluate and understand complex interrelationships and effects among enterprise programs, technology, business operations/processes, customers and employees. Anticipate impacts of a problem, approach or solution. Leverage a strong understanding of the business environment and needs within the area of responsibility.
  • Monitor the conditions for team to successfully employ experience methods throughout process of problem identification, solutioning and concept development. Address any issues, escalating when appropriate.


Consultative Partnership & Influence
  • Engage deeply with executives and senior leaders to understand their goals and challenges, co-create solutions, and embed experience and process thinking into their strategies enabling outcome delivery and scaling of practices.
  • Influence decision-making at all levels of the organization through compelling storytelling, data, and clear articulation of trade-offs. Develop, complete and present engagement reports; present project, status or activity-related information to senior management to ensure their awareness of engagement impact and any pertinent roadblocks.
  • Translate insights into pragmatic, actionable recommendations.


Managerial/Supervisory Responsibilities:
  • May coach more junior design team members or peers with developing discipline expertise.


Education and Experience Required:
  • Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar, and a minimum of 5 years relevant experience or in lieu of a degree, a combined minimum of 9 years education and/or relevant work/service design experience
  • Proven expertise in Design Thinking/Human-Centered Design
  • Developing expertise in principles and practices of Change Management and Agility
  • Experience creating service blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals to communicate ideas and designs to different groups of stakeholders
  • Hands-on experience designing for a variety of digital touchpoints and non-digital channels and supporting the delivery of those designs
  • Experience with conceptualization, ideation, and iterative prototyping, and with employing various methods to prototype service concepts such as staging and role-playing approaches
  • Project and people management skills; experience functioning as a project leader as well as an individual contributor
  • Strong 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
  • Extensive experience conducting remote and in-person workshops; strong familiarity with supporting tools such as Miro and Webex
  • Proficiency in industry best practices for digital and non-digital products and services


Education and Experience Preferred:
  • Consulting experience
  • Relevant advanced degree or certification
  • Financial services experience
  • Knowledge of change theory and change management practices
  • Knowledge of agile practices and methodologies

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:
  • 345 Main Street, Buffalo, NY
  • 115 Federal Street, Boston, MA
  • 1 Light Street, Baltimore, MD
  • 1350 I Street NW, Washington, DC
  • 1100 North Market Street, Wilmington, DE
  • 277 Park Avenue, New York, NY
  • 850 Main Street, Bridgeport, CT
  • 77 Pine Street, Burlington, VT


Anticipated Travel Requirements:
  • Employees in this position should be prepared to travel at least once per month.
  • Travel frequency may fluctuate based on business demands and the nature of assigned projects.
  • Employees located outside the Buffalo market are generally expected to travel more frequently than those already based there


M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $113,300.00 - $188,800.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location
Wilmington, Delaware, United States of America

About M&T Bank Corporation

M&T Bank is a financial holding company headquartered in Buffalo, New York. M&T's principal banking subsidiary, M&T Bank, operates banking offices in New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia, and the District of Columbia. Trust-related services are provided by M&T's Wilmington Trust-affiliated companies and by M&T Bank. M&T Bank traces its origins to the founding of Manufacturers and Traders Bank in Buffalo, New York. As a result of mergers, acquisitions, and name changes, M&T Bank Corporation's principal bank is now known as Manufacturers and Traders Trust Company or M&T Bank. M&T Bank reorganized under a bank holding company in 1969 called First Empire State Corporation. The name was changed in 1998 to M&T Bank Corporation, whose common stock is listed on the New York Stock Exchange and trades under the symbol "MTB."

M&T Bank Corporation Careers

Join the vibrant team at M&T Bank Corporation, a leading financial institution where innovation meets tradition, offering a plethora of job opportunities across various sectors. As one of the most respected banks in the nation, M&T Bank Corporation is the perfect place to jumpstart or advance your career in the financial services industry.

Work You’ll Do

At M&T Bank Corporation, you will be part of a culture that cherishes diversity, leadership, and professional growth. Engage in work that makes a real difference in the community while fostering your career development through comprehensive training programs and diverse learning opportunities.

Innovate and Lead

Embrace the chance to work on projects that integrate cutting-edge financial technologies with robust, traditional banking practices. M&T Bank Corporation is at the forefront of the financial industry, offering innovative solutions that redefine banking standards. Our leadership in the market is driven by a commitment to excellence and continuous improvement.

Career Growth and Opportunities

Whether you are looking for an entry-level position or a more senior role, M&T Bank Corporation provides a dynamic pathway for career advancement. With a variety of job opportunities ranging from internships to full-time positions, you can find the perfect match for your skills and ambitions. Our team is dedicated to helping you navigate your career path with tailored development plans and leadership training.

Join Our Team

Explore job opportunities and join a team that values hard work, creativity, and strategic thinking. M&T Bank Corporation is hiring professionals who are passionate about finance and eager to contribute to a team-oriented environment. Enhance your skills through hands-on experience and ongoing professional development.

Networking and Professional Development

At M&T Bank Corporation, networking and professional development are part of our DNA. Connect with industry leaders, participate in high-impact networking events, and take advantage of our mentorship programs. Our employees benefit from a supportive network that boosts their career trajectories and fosters meaningful professional relationships.

Benefits and Culture

Enjoy a comprehensive benefits package that supports both your professional and personal life. M&T Bank Corporation offers competitive salaries, health benefits, and retirement plans designed to ensure the well-being of our team members and their families. Experience a supportive and inclusive culture where every employee is valued and given the opportunity to thrive.

How to Apply

Ready to take the next step in your career? Visit the M&T Bank Corporation Careers page to browse current openings, submit your resume, and prepare for your interview. We are excited to see how your skills and ideas can contribute to our continued growth and success.

Stay Connected

Keep up to date with the latest from M&T Bank Corporation by following our careers blog. Gain insights from our experts and stay informed about new job openings and upcoming networking events. Join M&T Bank Corporation today and be part of a team that is dedicated to growth, innovation, and leadership in the banking industry. Your future starts here!
Learn more about M&T Bank Corporation
Size
17,115 employees
Market Cap
$25.2 billion
Industry
Finance & Insurance
Net Income
$1.3 billion
Founded
1868
5 Year Trend
+0.2%
NASDAQ
MTB
* Ladders Estimates

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