Lead Experience Strategist

M&T Bank

Buffalo, New York, United States of America
Base: $103,000.00 - $171,600.00 annual; bonus/equi...
Hybrid (4 days onsite)
Human-centered design
Customer-centric mindsets
Agile practices
M&T Bank is seeking a Lead Experience Strategist to join its Enterprise Transformation Enablement team, focusing on leveraging human-centered design to enhance customer and employee experiences. The ideal candidate will have extensive experience in service design, design thinking, and change management and will work collaboratively across various departments to address complex banking problems

Job Summary

  • Leverage human-centered design to solve bank problems and deliver cohesive end-to-end customer and employee experiences.
  • Independently develop and initiate processes for cross-functional teams to define complex problems and implement solutions.
  • Influence strategic business objectives through analytical, human-centered consultation grounded in a thorough understanding of the problem space.

Matching Summary

Match Score: 85

M&T Bank is seeking a Lead Experience Strategist to join its Enterprise Transformation Enablement team, focusing on leveraging human-centered design to enhance customer and employee experiences. The ideal candidate will have extensive experience in service design, design thinking, and change management and will work collaboratively across various departments to address complex banking problems.

Salary

Base: $103,000.00 - $171,600.00 Annual; Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • human-centered design
  • customer-centric mindsets
  • agile practices
  • change management mindsets
  • complex problem definition
  • experience strategy development

Nice-to-have

  • strategic business objective influence
  • cross-functional collaboration
  • mentoring junior team members
  • navigating ambiguity
  • self-directed culture

Key Requirements

  • Bachelor's degree or equivalent work experience
  • 5+ years of relevant work/service design experience
  • Proven expertise in Design Thinking/Human-Centered Design
  • Developing expertise in Change Management and Agility
  • Experience creating service blueprints, journey maps, and prototypes
  • Hands-on experience designing for digital and non-digital touchpoints
  • Experience with conceptualization, ideation, and prototyping
  • Project and people management skills
  • Strong ability to mentor and educate others
  • Ability to establish strong working relationships
  • Extensive experience conducting workshops
  • Proficiency in industry best practices

Work Rights

Not specified

Tailored Resume

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