Senior Service 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 Service 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…