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Lead Service Designer (Commercial Banking) - Hybrid (Remote Possible Within Footprint) page is loaded
Lead Service Designer (Commercial Banking) - Hybrid (Remote Possible Within Footprint)
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remote type
Hybrid Position
locations
Buffalo, NY
Baltimore, MD
Boston, MA
Wilmington, DE
New York, NY
time type
Full time
posted on
Posted Yesterday
job requisition id
R62114
Overview:As a Lead Service 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: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, engineering and development efforts throughout the process of problem framing, solutioning and concept development. Engage cross functional colleagues (ie, business partners, CX partners, operations, technology, compliance) to ensure business objective alignment, throughout.
Coach/guide the development and preparation of thorough documentation to assist in analyzing problems, opportunities and solutions. Review documentation prepared by less experienced staff and provide feedback and coaching for continuous improvement. For particularly complex problems, may serve as the preparer of documents.
Conducting high level scoping and framing activities (ie. high level discovery) of potential future team work, assess for and recommend course of action, if any, to team manager and business partners. Develop approach for scoping and planning activities for validated engagement/projects. May oversee team execution.
Leverage department quality protocols to set standards for team based on product or program specifications. Direct, monitor, mentor less experienced team members and coordinate development and delivery activities, ensuring that quality standards are met and outcomes are aligned to business objectives.
Influence strategic business objectives through highly analytical, human centric 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.
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.
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.
Monitor team member performance, providing individual coaching and feedback to management. Participate in development and implementation of team member development plans.
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.
Managerial/Supervisory
Responsibilities:May coach more junior team membersEducation and Experience Required:Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar
Minimum of 5 years relevant experience
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
Experience creating service blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals to communicate ideas and designs to diverse 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
Experience with 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:Relevant advanced degree or certification
Financial services/Commercial bank experience
Knowledge of change theory and change management practices.
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.
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $97,869.52 - $163,115.87 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
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Posted 30+ Days AgoAt M&T Bank, we make a difference in people s lives . For more than 160 years, we ve been providing our customers with guidance and financial solutions, leading our communities through challenges and growth opportunities, and empowering our employees to build purpose-driven careers.Our talent and culture set us apart.
Our core values drive the work we do integrity, ownership, collaboration, curiosity, candor. We seek to further build upon our record of success by bringing in diverse talents and fresh skill sets while supporting the growth and development of all team members.
At M&T, we are a talent and people driven organization. Take a peek inside M&T s Human Capital Report
to learn how it feels to be one of our 17,000+ employees.We are constantly renewing.
Our future success relies on our ability to understand what s important to our customers and use that understanding to build new and innovative customer experiences.We support our employees every step of the way.Competitive compensationFull medical & dental benefits, Heath Savings & Flexible Spending Accounts, and life/disability insuranceGenerous paid time off (PTO) plus 11 paid holidays and an option to buy additional PTO401(k) match at 5% with options for Roth and discretionary employer contributionsA deep commitment to equity, including 14 resource group charters, a D&I sponsorship program, 40 annual paid volunteer hours and moreVarious options for tuition assistance, paid parental leave, stock purchase, wellness and employee discountsWe need you.
Are you ready to join us? Apply today to start the journey.If you are unable to apply through this site due to technical issues or are in need of an accommodation to apply, please contact us at
...@mtb.com
for assistance.M&T Bank Corporation is an Equal
Opportunity/Affirmative
Action Employer, including disabilities and veterans.M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.
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