M&T Bank · 1 month ago
Experience Designer (Commercial Banking) - Hybrid
Bridgeport, CT
Full-time
Hybrid
Mid Level
$86K/yr - $143K/yr
3+ years expM&T Bank is seeking an Experience Designer to join their Office of the Customer & Transformation. This role involves transforming Commercial and Business Banking loan servicing by creating human-centered solutions and collaborating with cross-functional teams to enhance customer and employee experiences.
Financial Services
Responsibilities
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
Qualification
Required
Bachelor's degree, or equivalent work experience
3+ years relevant work/service design experience
Preferred
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
Company
M&T Bank
Great companies have an enduring sense of purpose.
10001+ employees
H1B Sponsorship
M&T Bank has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (116)
2024 (113)
2023 (84)
2022 (103)
2021 (42)
Funding
Current Stage
Late StageLeadership Team
René Jones
Chairman & Chief Executive Officer
Dan Saper
•Co-Founder/Co-Chairman of Welcome to M&T Bank Affinity Group, Western New York Chapter
Recent News
2025-10-07
2025-10-06
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