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Form of workOverview:
As a Senior Experience Designer within the Customer Experience Organization, you will be part of a team of designers dedicated to solving the highest priority bank problems, delivering cohesive end-to-end experiences for our customers and employees by leveraging the power of human centricity.
Primary Responsibilities:
- With minimal oversite, develops the process/approach to be used to tackle a problem that is impacting our customers, employees and the bank's ability to meet business objectives.
- Complete general to more complex research, analysis, design, engineering, development and implementation efforts aligned to delivery of human centric, cohesive end-to-end experiences for our customers and employees that drive business objectives. Engage with cross functional colleagues (i.e., business partners, CX partners operations, technology, compliance) to ensure business objective or solution requirement alignment, throughout.
- Provide highly analytical, human centric consultation to leadership and business partners to define and implement solutions to meet strategic business objectives.
- Evaluate complex interrelationships and effects among enterprise programs, technology, business operations/processes, customers and employees. Anticipate impacts of a solution by leveraging a strong understanding of the business environment and needs within the area of responsibility.
- 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.
- Apply understanding of the business unit being supported as well as its associated functional areas, products, services, operational processes and strategic direction.
- Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
- Promote an environment that supports diversity and reflects the M&T Bank brand.
- Maintain M&T internal control standards.
- Complete other related duties or projects as required.
Education and Experience Required:
- Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar
- Minimum of 3 years relevant experience
- 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
Education and Experience Preferred:
- Financial services/Commercial Bank experience
Work Arrangement:
- As the Experience Team for a community bank, we believe that our “office” may be anywhere our customers and employees live, work and play. So 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 and to be active participants in the M&T community and the communities we serve. This may require quarterly to monthly travel within the M&T Bank footprint.
- This will be a hybrid position (part in-office/part remote) that includes time spent working in-office at an M&T Bank office location, preferably in the Buffalo, NY, New York, NY, Boston, MA, Bridgeport, CT, Baltimore, MD, or Wilmington, DE areas. Depending upon the location of the final candidate and the needs of the team the position might be hybrid or possibly remote within the M&T Bank footprint (CT, DE, ME, MD, MA, NH, NJ, NY, PA, RI, VT, VA or DC), with travel required as referenced above.
Location
Buffalo, New York, United States of America
