Finance
Senior Service Designer
Archived
Full Time
M&T Bank
Primary Responsibilities:
- Lead, mentor, and potentially manage a team dedicated across opportunity spaces; connect to and help evolve broader experience vision, and plan for and keep track of experience evolutions.
- Strategically align service and product efforts towards unified experience visions and opportunity spaces.
- Lead cross-functional teams in design workshops, sprints, and related planning sessions using human-centered and design thinking methodologies.
- Perform user/customer research in partnership with our Experience Research team.
- Translate user/customer insights into opportunity spaces for providing differentiating service experiences, and make recommendations on where teams should place their efforts.
- Strategically choose the service design tools and methods (e.g., journey maps, service blueprints) that best fit the strategic outcomes.
- Help define the model for how service design best practices work together for M&T Bank.
- Organize and collaborate with leads from Product, Process, Finance, Research, Analytics, and Technology.
- Use storytelling and persuasion to build trust with cross-functional peers and establish long-term relationships.
- Advocate for the customer perspective at any level of the organization with confidence and charisma.
- Take an active role in recruiting and hiring new members of the team.
- 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, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
- Complete other related duties as assigned.
Education and Experience Required:
- Bachelor’s degree and a minimum of 5 years’ technical experience, including a minimum of 3 years’ professional experience in user interface, user experience and/or interaction design,
- Or, in lieu of a degree a combined minimum of 9 years’ higher education and/or work experience, including a minimum of 5 years’ technical experience, with a minimum of 3 years’ professional experience in user interface, user experience and/or interaction design
Leadership Attributes:
- Customer Centric – Outside in perspective with a focus on improving the customer experience
- Curiosity – Seeks out ways to improve the customer experience
- Resilient – Respectful of broad opinions and makes tough calls with ease
- Driven & Prioritization – Self-motivated and knows how to say no
- Challenges assumptions
- Decisive & Lead taking – Sense of urgency with an ability to inspire followers
- Takes Ownership with a strong sense of accountability
- Interdependent – Communicates and convenes others – reaches across boundaries
- Continuously seeks out ways to improve
Education & Experience Preferred:
- 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
- Familiarity with design systems
- Experience in financial services industry a plus
Location
Buffalo, NY
Type
Full Time
Industry
Finance
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