Job Details

Overview:

Join M&T Bank's Office of the Customer & Transformation and transform how we serve Commercial and Business Banking clients. As a Senior Service Designer, you'll be engaged in a multi-year modernization of Commercial and Business Banking loan servicing - replacing three legacy systems (including our most critical platform) and shaping cohesive, end-to-end experiences for customers and the employees who serve them. You'll partner with UX researchers, change management, operations, technology, and compliance to deliver human-centered solutions at enterprise scale - and coach business partners to adopt design and agile practices that stick.

What You'll Do:

• Own discovery & approach: Define the human-centered 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-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-functional alignment: Orchestrate decision-making 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 in-person workshops to build adoption and consistency.
• De-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 fast-moving, evolving environment; be pragmatic (not purist), flexible, and focused on outcomes.

What Success Looks Like:

• Current-state clarity: Complete and socialize service blueprints for core servicing workflows (payoffs, payments, draws) across customer and employee journeys.
• Future-state direction: Deliver prioritized future-state 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 first-time-right 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+ years' experience delivering end-to-end, human-centered solutions (portfolio showcasing service blueprints, journey maps, prototypes).
• Experience designing across digital and non-digital 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, problem-solving mindset with a pragmatic approach suitable for a corporate, regulated environment.
• Degree in Service Design, HCI, Strategic Design, or similar.
• Experience in financial services - 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:

You'll join a dynamic, cross-functional CX team dedicated to the bank's highest-priority 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 company's 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 candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location
Buffalo, New York, United States of America