Senior Experience Strategist (Service Design)

Location: Hybrid, with onsite presence four days per week at a regional office in Buffalo, Boston, Baltimore, Washington, Wilmington, New York, Bridgeport, or Burlington, United States. Monthly travel is required, with potentially higher frequency for employees outside the Buffalo market.

Salary: $85,800–$143,000 annual, USD

Company

M&T Bank is a commercial bank developing customer-centered financial services and connected banking experiences.

What you will do

• Lead experience design opportunity spaces and connect service concepts to the broader experience vision.
• Facilitate cross-functional workshops using human-centered design and design thinking methods.
• Conduct customer research with the User Experience Research team and translate insights into service opportunities.
• Create journey maps, service blueprints, prototypes, empathy maps, and value proposition proposals.
• Develop recommendations for implementation across digital touchpoints and non-digital channels.
• Collaborate with Product, Process, Finance, Research, Analytics, and Technology partners while maintaining compliance and operational risk controls.

Requirements

• Bachelor’s degree in Service Design, Human-Computer Interaction, Strategic Design, or a related field with at least three years of relevant experience; alternatively, seven years of combined education and relevant service design experience.
• Background in design or user experience, preferably demonstrated through an online portfolio.
• Experience with conceptualization, ideation, iterative prototyping, service staging, and role-playing.
• Experience conducting remote and in-person workshops using tools such as Miro and Webex.
• Proficiency with Adobe, Sketch, InVision, Figma, or comparable design and prototyping tools.
• Knowledge of accessibility standards, cross-platform issues, mobile interfaces, systems thinking, and digital and non-digital service design practices.

Nice to have

• Familiarity with design systems.
• Experience in financial services.
• Consulting experience.

Culture & Benefits

• Work in a self-directed, collaborative environment focused on customer advocacy and continuous improvement.
• Mentor and educate colleagues on experience design principles and practices.
• Partner across organizational boundaries and contribute to service design best practices.
• Support belonging and reflect the M&T Bank brand in experience design work.
• Travel at least once per month based on business needs and project requirements.