Service Design Lead
M&T Bank - Buffalo NY, Wilmington DE or Remote

Service Design Lead

We’re looking for a creative systems thinker who leads cross-functional teams through customer-centric methodologies to effectively orchestrate the interaction of services, products, and programs.

As the Service Design Lead on the M&T Experience Design & Innovation team, you will drive the process and engagement around building comprehensive customer journeys and service blueprints to deliver cohesive end-to-end experiences. We’re looking for a creative systems thinker who leads cross-functional teams through customer-centric methodologies to effectively orchestrate the interaction of services, products, and programs.

The M&T Experience Design & Innovation team is a dedicated team of designers, developers, strategists, and leaders who believe in the transformative power of customer centricity. We believe that focus on craft and advocacy for the customer as truth are keys to building differentiated, innovative experiences. We lead by example — staying curious, doing the work, and challenging assumptions at every turn. We’re bold enough to believe that great design can exist at a bank, and that it can be a catalyst to bettering the lives of our customers and the communities we share with them. Our mission: Combine deep human understanding with the bank’s full suite of capabilities to provide personal, connected, and surprisingly simple banking experiences that help our customers achieve their financial goals.

  • Lead cross-functional teams in design sprints using human-centered and design thinking methodologies
  • Work closely with leads from Product, Process, Finance, Research, Analytics, and Technology
  • Coordinate alignment between teams who develop strategic priority, and operational teams that deliver against those priorities and vision
  • Use service design tools to build comprehensive views of current and aspirational states of customer journeys
  • Identify opportunities to improve customer and employee experience across different touchpoints while articulating dependencies and complexities across them
  • Perform user/customer research in partnership with our Experience Research team
  • Translate user/customer insights into opportunity spaces for providing differentiating service experiences
  • Plan and execute co-creation workshops 
  • Map user journeys and help partners define their processes to enable new service experience
  • Establish relationships and liaise with key stakeholders throughout the journey 
  • Communicate and envision service concepts to team members, stakeholders, and management by using diverse set of methods & tools that illustrate components of current and future experiences
  • Helps define service design best practices for M&T Bank
  • Proven expertise in Design Thinking/Human-Centered Design
  • 5+ years in Design Consultancy or equivalent Service Design or Design Strategy experience
  • Currently or previously held roles as a UX Strategy Designer, Experience Design or similar.
  • Academic and applied proven knowledge in one of the following areas: Research, Visual Design & Illustration, Prototyping, Business Design and Value Proposition
  • Degree in Human Computer Interactions, Design, Psychology, Computer Sciences or related disciplines
  • Hands-on experience of designing for a variety of digital touchpoints and non-digital channels
  • Experience with creating service blueprints, illustrated Journey maps, and Concept Designs, Service Experience prototypes, Empathy Maps, and Value Proposition Proposals to communicate ideas and designs to diverse groups of stakeholders
  • Experience with conceptualization, ideation, and iterative prototyping and experience employing various methods to prototype service concepts such as staging and role-playing approaches
  • 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
  • Project and people management skills; experience functioning as a project leader as well as an individual contributor
  • Team player who is comfortable navigating ambiguity within a self-directed culture
  • Proficiency with design and prototyping tools such as Adobe, Sketch, InVision, Figma or other similar tools used widely in the design community

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

Nice to Have:

  • Experience in financial services industry
  • Familiarity with design systems

Are you interested?


    Apply for this job!