Experience & Process Design Manager

Manages a team of designers (and cross‑discipline partners as needed) who use human-center design practice to research, and design comprehensive customer journeys, employee experiences and digital products that deliver cohesive end‑to‑end value.  Partners with business and technology leadership to scope and prioritize the most critical journeys and experiences, evangelize human-centered design, and apply design principles across the work.

• Develop the process and approach used by the team to address complex customer and business problems.  Oversee and in highly complex situations coordinate the efforts of designers and partners to deliver cohesive experiences aligned with business objectives.
• Drive complex research, analysis, design, and solution definition efforts alongside diverse leaders, stakeholders and partners from across the Enterprise.  Oversee and some times Conduct complex scoping and framing activities, assess alignment with business objectives, and recommend next steps to manager and partners.
• Guide team members in preparing high‑quality documentation; review work from less experienced staff and provide coaching for continuous improvement as appropriate.  Set team protocols aligned to departmental quality standards and product and program specifications. Work with enterprise leaders to understand their goals, and coordinate delivery activities to ensure quality outcomes that meet strategic business goals.
• Work with business partners, Strategy, CX teams, Operations, Technology, Compliance, Data, and many other partners throughout current state research, ideation and solution development to maintain alignment.
• Provide analytical, human‑centric consultation to leadership and partners to define and implement effective solutions.
• Lead cross‑functional teams in strategy and execution, ensuring outcomes align to customer needs and business priorities.
• Communicate complex ideas clearly and facilitate workshops and discussions across diverse groups.  Provide thought leadership to executive stakeholders to support them in understanding how human centered design can support them in solving their most challenging business problems.
• In complex efforts, prepare and deliver and present project status and outcomes to senior management.
• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.  Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.  Identify risk-related issues needing escalation to management.
• Promote an environment that supports a culture of belonging 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.

Depending on where the position is located, responsibilities may include UX (User Experience) Design, Product Design, Service Design, Content Design, UX Research, Experience Engineering or Design Production.

Deep expertise and ability in:

Experience Strategy

Facilitation & Collaboration

Design Communication & Presentation

Technical Acumen & Literacy

Expertise in multiple Design Competencies and Practice areas (e.g. digital design, content design, information design, prototyping, etc.)

Deep Expertise and ability in:

Innovates

Inspires Followers

Develops Talent

No. of Staff - 4 – 7

Broader enterprise remit in that the position sets and/or executes design strategy across businesses and manages larger spans of control

Bachelor’s degree and a minimum of 9 years of relevant work experience, or in lieu of a degree, a combined minimum of 13 years’ higher education and/or work experience, including a minimum of 9 years’ relevant experience

Minimum of 3 years’ managerial, supervisory, and/or work leadership experience

Strong verbal and written communication skills

Strong presentation skills

Experience creating and presenting design artifacts for diverse stakeholder groups

Strong facilitation skills

Strong collaboration skills

Experience facilitating workshops with diverse participants

Experience leading the planning and executing of work in accordance with a defined plan

Knowledge of change theory and change management practices

Relevant advanced degree or certification

Minimum of 10 years’ relevant experience

Financial services experience

Familiarity with pertinent online collaborative tools

Experience leading and directing others within a design space.