Senior Designer; Commercial Banking - Hybrid

Overview

Join M&T Bank’s Office of the Customer & Transformation and transform how we serve Commercial and Business Banking clients. As a Senior Experience Designer, you’ll be engaged in a multi-year modernization of Commercial and Business Banking loan servicing – replacing three legacy systems (including our most critical platform) and shaping cohesive, end-to-end experiences for customers and the employees who serve them.

You’ll partner with UX researchers, change management, operations, technology, and compliance to deliver human-centered solutions at enterprise scale – and coach business partners to adopt design and agile practices that stick.

• Own discovery & approach
  :
  Define the human-centered plan to tackle complex experience challenges across Commercial loan servicing (e.g., payoffs, payments, draws), balancing customer needs, operational realities, and business objectives.
• Map & re- design the service
  :
  Create service blueprints, journey maps, empathy maps, process maps, concept designs, prototypes, and value propositions to clarify current state and guide future-state decisions.
• Drive cross-functional alignment
  :
  Orchestrate decision-making with CX partners, operations, technology, compliance, and change management; ensure solutions are feasible, scalable, and aligned to objectives.
• Coach for scalability
  :
  Teach and model Design Thinking/HCD and agile practices; facilitate remote and in-person workshops to build adoption and consistency.
• De-risk decisions
  :
  Anticipate impacts across programs, platforms, and processes; surface tradeoffs; maintain adherence to risk/regulatory standards and internal controls.
• Communicate clearly
  :
  Synthesize findings and recommendations; present engagement reports, status, and roadblocks to senior leadership.
• Operate autonomously
  :
  Work with minimal oversight in a fast-moving, evolving environment; be pragmatic (not purist), flexible, and focused on outcomes.

• Current state clarity
  :
  Complete and socialize service blueprints for core servicing workflows (payoffs, payments, draws) across customer and employee journeys.
• Future state direction
  :
  Deliver prioritized future-state designs and prototypes that reduce cycle time, errors, and handoffs; inform product/technology backlogs and change plans.
• Adoption & enablement
  :
  Run workshops that increase stakeholder alignment and HCD fluency; establish reusable artifacts and patterns to scale across initiatives.
• Measured impact
  :
  Improve experience KPIs (e.g., CSAT/NPS, employee effort, cycle times), increase first-time-right outcomes and reduce servicing pain points tied to legacy systems.

• Bachelor's degree, or equivalent work experience
• 3+ years relevant work/service design experience

• 3+ years’ experience delivering end-to-end, human-centered solutions (portfolio showcasing service blueprints, journey maps, prototypes).
• Experience designing across digital and non-digital touchpoints; strong systems thinking and familiarity with accessibility standards.
• Proficiency with Figma, Sketch, Adobe, InVision (or similar) and workshop tools like Miro and Webex.
• Strong facilitation, stakeholder management, and the ability to operate autonomously in ambiguity.
• A strategic, problem-solving mindset with a pragmatic approach suitable for a corporate, regulated environment.
• Degree in Service Design, HCI, Strategic Design, or similar.
• Experience in financial services – ideally Commercial Banking or complex operations.
• Background in enterprise transformation and/or consulting.
• Familiarity with design systems and partnering closely with change management.

You’ll join a dynamic, cross-functional CX team dedicated to the bank’s highest‑priority problems. We value human centricity, inclusion, and outcomes over outputs. We support a collaborative environment that reflects the M&T Bank brand and adheres to the company’s risk and regulatory standards and internal control practices.

This will be a hybrid position that includes time spent working in-office at an M&T Bank location. While our team members may not be required…