Lead Experience Strategist
Not Disclosed•Full-TimeHybrid
location_onWaterman Building, 85, South Prospect Street, Burlington, Chittenden County, Vermont, 05401, United States
About the Team
You will join the Enterprise Transformation Enablement team, a dynamic group of design, agile, and change management practitioners dedicated to transforming how the bank solves its highest priority problems. Our mission is to leverage the power of human-centered design to deliver cohesive end-to-end experiences for both customers and employees. We drive the adoption of customer-centric, agile, and change management mindsets, behaviors, and practices among key program business partners.
About the Role
As a Lead Experience Strategist, you will independently develop and initiate the processes used by cross-functional teams to understand and define complex problems, implementing solutions to tackle them. You will oversee complex research, analysis, design, and development efforts throughout the problem framing, solutioning, and concept development phases. Your work involves engaging diverse colleagues—including agility, change management, transformation delivery, commercial business partners, and technology teams—to ensure business objectives remain aligned.
In this role, you will conduct high-level scoping and discovery activities to assess future team work and recommend courses of action to management. You will influence strategic business objectives through highly analytical, human-centered consultation, grounded in a thorough understanding of the problem space. A key part of your day involves evaluating complex interrelationships among enterprise programs, technology, business operations, customers, and employees to anticipate the impacts of problems and solutions.
You will also be responsible for developing and presenting engagement reports to senior management, ensuring awareness of engagement impact and roadblocks. As a leader, you will monitor team conditions to successfully employ experience methods, address issues, and provide coaching and feedback to junior team members. You will help develop and implement team member development plans while ensuring adherence to the company's risk, regulatory standards, and internal control policies.
Hiring Process
Candidates selected for this role will be expected to navigate a self-directed culture with strong mentorship capabilities. The interview process will assess your ability to establish strong working relationships with colleagues, clients, and key stakeholders, as well as your proficiency in conducting remote and in-person workshops.
Location and Work Model
This position follows a hybrid work model, requiring onsite presence four days per week at one of M&T Bank's regional offices. Candidates must reside within a reasonable commuting distance to one of our locations in Buffalo, Boston, Baltimore, Washington DC, Wilmington, New York, Bridgeport, or Burlington. Employees in this position should be prepared to travel at least once per month, with frequency fluctuating based on business demands and project nature.
Our Commitment to Diversity
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. We are an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans, dedicated to building a diverse and inclusive workforce.
Work location
Work model: Hybrid
Waterman Building, 85, South Prospect Street, Burlington, Chittenden County, Vermont, 05401, United States
Burlington, Vermont
Key Responsibilities
- check_circleDevelop and implement human-centered design processes to solve complex business problems
- check_circleOversee complex research, analysis, and design efforts from problem framing to concept development
- check_circleInfluence strategic business objectives through analytical consultation and problem space definition
- check_circleEvaluate interrelationships among enterprise programs, technology, and operations to anticipate impacts
- check_circleMonitor team performance, providing coaching and feedback to support individual development plans
- check_circleDevelop and present engagement reports to senior management regarding project status and roadblocks
- check_circleConduct high-level scoping and discovery activities to define future team work and recommend actions
- check_circleEnsure adherence to risk, regulatory standards, and internal control policies across all projects
Requirements
- verifiedBachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar, or equivalent work experience
- verified5 or more years relevant work/service design experience
- verifiedProven expertise in Design Thinking/Human-Centered Design
- verifiedHands-on experience designing for a variety of digital touchpoints and non-digital channels
- verifiedExperience with conceptualization, ideation, and iterative prototyping
- verifiedExperience creating service blueprints, journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals
- verifiedProject and people management skills
- verifiedExtensive experience conducting remote and in-person workshops
- verifiedStrong familiarity with supporting tools such as Miro and Webex
Nice to Have
Consulting experience, relevant advanced degree or certification, financial services or commercial bank experience, knowledge of change theory and change management practices, knowledge of agile practices and methodologies.
Similar Job Opportunities
Skills, education and keywords
Skills: Human-Centered Design, Change Management, Agility, Design Thinking, Service Blueprints, Journey Maps, Service Experience Prototypes, Empathy Maps, Value Proposition Proposals, Prototyping.
Education: Bachelor's degree in Service Design, HCI, Strategic Design, or equivalent work experience.
Frequently asked questions about Lead Experience Strategist at M&T Bank
What does a Lead Experience Strategist at M&T Bank do?expand_more
A Lead Experience Strategist at M&T Bank is responsible for the following: Develop and implement human-centered design processes to solve complex business problems; Oversee complex research, analysis, and design efforts from problem framing to concept development; Influence strategic business objectives through analytical consultation and problem space definition; and Evaluate interrelationships among enterprise programs, technology, and operations to anticipate impacts.
What are the requirements for this Lead Experience Strategist role?expand_more
To qualify for the Lead Experience Strategist at M&T Bank position, applicants should have: Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar, or equivalent work experience; 5 or more years relevant work/service design experience; Proven expertise in Design Thinking/Human-Centered Design; Hands-on experience designing for a variety of digital touchpoints and non-digital channels; Experience with conceptualization, ideation, and iterative prototyping; and Experience creating service blueprints, journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals.
Where is the Lead Experience Strategist role at M&T Bank located?expand_more
Lead Experience Strategist at M&T Bank is based in Waterman Building, 85, South Prospect Street, Burlington, Chittenden County, Vermont, 05401, United States. This is a hybrid role.
Is this Lead Experience Strategist job remote, hybrid, or on-site?expand_more
M&T Bank has listed this Lead Experience Strategist role as hybrid.
How much experience is required for this Lead Experience Strategist role?expand_more
Lead Experience Strategist at M&T Bank typically requires 5+ years of relevant experience at the lead level.
What skills do you need for the Lead Experience Strategist role at M&T Bank?expand_more
Key skills for Lead Experience Strategist at M&T Bank include Human-Centered Design; Change Management; Agility; Design Thinking; Service Blueprints; Journey Maps; Service Experience Prototypes; and Empathy Maps.
What education is required for Lead Experience Strategist at M&T Bank?expand_more
Educational requirements for this role: Bachelor's degree in Service Design, HCI, Strategic Design, or equivalent work experience.
What category does the Lead Experience Strategist role belong to?expand_more
Lead Experience Strategist at M&T Bank is part of the it job category on Recrutus.