Senior Engagement & Activation Partner

Overview:

The Senior Activation & Engagement Partner is a senior individual contributor role within M&T Bank's Customer Experience & The Way We Work Enablement (CXTW3E) department. This role is critical to how the team designs, delivers, and continuously improves experiences that build capability, drive behavior change, and embed The Way We Work mindsets, behaviors and practices across the enterprise.

This is a multidisciplinary role that draws on expertise across design, facilitation, communications, change management, and engagement to support the full portfolio of products & services created and owned by CXTW3E. That includes technology enablement tools like Jira and Miro, frameworks like Idea to Implementation, and other offerings designed to drive adoption of The Way We Work across the enterprise.

Critically, this role requires the ability to think end-to-end about experiences, design holistically, and then roll up your sleeves to implement, maintain, and continuously improve. The ideal candidate brings senior-level experience across the engagement and activation lifecycle, a forward-looking lens on how AI and emerging technologies enhance learning, leverages data and research to inform and validate their work, and thrives in a collaborative, agile environment.

Primary Responsibilities:

Experience Design & Delivery

* Apply user-centered design methodologies and design thinking to create holistic engagement and activation experiences, from needs analysis through implementation and evaluation

* Design and deliver solutions across a range of formats and modalities including e-learning, instructor-led experiences, blended programs, job aids, and performance support resources in support of The Way We Work products, services, and disciplines, including technology tools (e.g. Jira, Miro) and frameworks like Idea to Implementation

* Facilitate learning and activation experiences for diverse audiences across the organization, in-person and virtually, adapting approach to meet different learner needs

* Use data, research, and employee feedback to validate approaches, identify opportunities for enhancement, and continuously improve outcomes

Engagement & Communications

* Develop and execute integrated engagement and communications strategies that build awareness and drive adoption of customer experience priorities and The Way We Work

* Build strong relationships and work closely with partners across the organization to gather requirements, align on strategy, and ensure solutions meet real business needs

* Tailor messaging and communications across channels and audience segments, grounded in empathy and an understanding of employee needs and motivations

AI, Innovation & Continuous Improvement

* Leverage AI tools to increase efficiency and quality across experience design and content development workflows

* Think strategically about how AI and emerging technologies can enhance the employee experience, including learning in the flow of work and on-demand performance support

* Contribute to a team culture of innovation, inclusion, and continuous improvement; adhere to M&T Bank's risk, regulatory, and internal control standards

Scope of Responsibilities:

At M&T Bank, The Way We Work (TWWW) is our shared approach for collaborating to achieve excellent outcomes for our customers, communities, and each other. The Senior Engagement & Activation Partner plays a central role in how the team brings The Way We Work to life, designing and delivering experiences that build capability, drive adoption, and embed new mindsets and behaviors across the enterprise.

This role works horizontally across the department, supporting a broad portfolio of products, services, and initiatives rather than a single discipline or program. The position develops strong relationships with subject matter experts, product owners, and cross-functional partners.

Education and Experience

Required:

Bachelor's degree and a minimum of 5 years' related experience, or in lieu of a degree, a combined minimum of 9 years' higher education and/or work experience, including a minimum of 5 years' related experience

Background in the user experience field, preferably through an online portfolio

Prior experience with innovative thinking, the value of good design, and experience working with stakeholders to deliver results

Experience dealing with ambiguity and leveraging content as a means to bring clarity to abstract ideas

Experience with accessibility standards, cross-platform issues, mobile user interfaces, and systems-thinking

Experience using modern design, prototyping, and collaboration tools

Experience interacting with various multi-disciplinary teams of professionals

Strong content organization skills

Strong information hierarchy skills Strong time management skills

Strong problem solving skills

Strong critical thinking skills

Strong verbal and written communication skills

Strong collaboration skills

Education and Experience Preferred:

* Minimum of a master's degree in a related field

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