UX Designer II - Senior Service Designer

at M & T Bank in Wilmington, Delaware, United States

Job Description

UX Designer II – Senior Service Designer

Location: Wilmington, DE or Buffalo, NY or ability to relocate to either site or remote within the M&T Footprint

Basic Function:

As a Senior Service Designer on the M&T Experience Design & Innovation team, you will design service and touchpoint experiences. We’re looking for a creative systems thinker who has the ability to flex across levels of altitude within the enterprise to solve for both tactical design problems and strategic business opportunities.


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.

Primary Responsibilities:

+ Lead team members dedicated to one or more opportunity spaces; connect to broader experience vision.

+ Ideate and conceptualize service concepts aligned to strategies defined by product and workstream leads, and provide recommendations for implementation.

+ Lead cross-functional teams in design workshops 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.

+ Strategically choose and apply the service design tools and methods (e.g., journey maps, service blueprints) that best fit the strategic outcomes.

+ Contribute example service design best practices for M&T Bank.

+ Work closely with peers from Product, Process, Finance, Research, Analytics, and Technology.

+ Communicate rationale to partners and collaborate with cross-functional peers.

+ 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 & Experience Required:

+ Bachelor’s degree and a minimum of 3 years’ technical experience, including a minimum of 2 years’ professional experience in user interface, user experience and/or interaction design

+ Or in lieu of a degree a combined minimum of 7 years’ higher education and/or work experience, including a minimum of 3 years’ technical experience with a minimum of 2 years’ professional experience in user interface, user experience and/or interaction design.

+ Strong proficiency using pertinent illustration, photo-editing, word processing and presentation software

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

+ Hands-on experience designing for a variety of digital touchpoints and non-digital channels

+ Experience with conceptualization, ideation, and iterative prototyping, and with employing various methods to prototype service concepts such as staging and role-playing approaches

+ 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

+ Experience conducting remote and in-person workshops; strong familiarity with supporting tools such as Miro and Webex

+ Proficiency in 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


Wilmington, Delaware, United States of America

At M&T Bank, we make a difference in people’s lives. For more than 160 years, we’ve been providing our customers with guidance and financial solutions, leading our communities through challenges and growth opportunities, and empowering our employees to build purpose-driven careers.
Our talent and culture set us apart. Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor. We seek to further build upon our record of success by bringing in diverse talents and fresh skill sets while supporting the growth and development of all team members. At M&T, we are a talent and people driven organization. Take a peek inside M&T’s Human Capital Report to learn how it feels to be one of our 17,000+ employees.
We are constantly renewing. Our future success relies on our ability to understand what’s important to our customers and use that understanding to build new and innovative customer experiences.
We support our employees every step of the way.

Competitive compensation
- Full medical & dental benefits, Heath Savings & Flexible Spending Accounts, and life/disability insurance
- Generous paid time off (PTO) plus 11 paid holidays and an option to buy additional PTO
- 401(k) match at 5% with options for Roth and discretionary employer contributions
- A deep commitment to equity, including 14 resource group charters, a D&I sponsorship program, 40 annual paid volunteer hours and more
- Various options for tuition assistance, paid parental leave, stock purchase, wellness and employee discounts

We need you. Are you ready to join us? Apply today to start the journey.
If you are unable to apply through this site due to technical issues, please contact us at for assistance.
M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.
M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.

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Job Posting: JC193092092

Posted On: Sep 24, 2021

Updated On: Nov 18, 2021