Lead Experience Strategist (Service Modernization) - Hybrid

About the Role

Key Responsibilities

• Independently develops and initiates the process/approach to be used by a cross-functional team to understand and define complex problems and develops and implements the solutions to be used to tackle the problem.
• Complete, and at times oversee, complex research, analysis, design, development efforts throughout the process of problem framing, solutioning and concept development.
• Engage cross functional colleagues (eg. agility, change management, transformation delivery, commercial business partners, CX partners, user experience research, operations, technology, compliance) to ensure business objective alignment, throughout.
• Conduct high level scoping and framing activities (ie. high level discovery) of potential future team work, assess for and recommend course of action, if any, to team manager and business partners.
• Develop approach for scoping and planning activities for validated engagement/projects. May oversee team execution.
• Influence strategic business objectives through highly analytical, human-centered consultation to business partners grounded in thorough understanding and definition of problem space.
• Evaluate and understand complex interrelationships and effects among enterprise programs, technology, business operations/processes, customers and employees.
• Anticipate impacts of a problem, approach or solution.
• Develop, complete and present engagement reports; present project, status or activity-related information to senior management to ensure their awareness of engagement impact and any pertinent roadblocks.
• Monitor the conditions for team to successfully employ experience methods throughout process of problem identification, solutioning and concept development.
• Address any issues, escalating when appropriate.
• Monitor team member performance, providing individual coaching and feedback to management.
• Participate in development and implementation of team member development plans.
• Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite.
• Complete other related duties or projects as required.
• May coach more junior team members.

Requirements

• Bachelor's degree in Service Design, Human Computer Interaction, Strategic Design, or similar, or equivalent work experience.
• 5 or more years relevant work/service design experience.
• Proven expertise in Design Thinking/Human-Centered Design.
• Developing expertise in principles and practices of Change Management and Agility.
• Experience creating service blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals.
• Hands-on experience designing for a variety of digital touchpoints and non-digital channels.
• Experience with conceptualization, ideation, and iterative prototyping, employing methods such as staging and role-playing approaches.
• Project and people management skills; experience functioning as a project leader and individual contributor.
• Strong ability to mentor and educate others on experience design principles.
• Team player comfortable navigating ambiguity within a self-directed culture.
• Ability to establish strong working relationships with colleagues, clients, and stakeholders.
• Extensive experience conducting remote and in-person workshops; familiarity with tools such as Miro and Webex.
• Proficiency in industry best practices for digital and non-digital products and services.

Nice to Have

• Consulting experience.
• Relevant advanced degree or certification.
• Financial services or commercial bank experience.
• Knowledge of change theory and change management practices.
• Knowledge of agile practices and methodologies.

Qualifications

• Educational background in Service Design, Human Computer Interaction, or Strategic Design, or equivalent work experience.
• Minimum of 5 years relevant experience in service design or related fields.

Benefits & Perks

• Position offers a pay range of $97,869.52 - $163,115.87 annually.
• Hybrid work arrangement (part in-office/part remote).
• Engagement in purposeful, in-person collaboration and community involvement.
• Travel within the M&T Bank east coast footprint may be required quarterly to monthly.