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M&T Bank · 3 weeks ago

Senior Service Designer (Commercial Banking) - Hybrid

New York, NY

Full-time

Hybrid

Mid, Senior Level

$86K/yr - $143K/yr

3+ years exp

M&T Bank is seeking a Senior Service Designer to join their Office of the Customer & Transformation. This role involves leading the modernization of Commercial and Business Banking loan servicing by creating human-centered solutions and coaching business partners in design practices.

Financial Services

H1B Sponsor Likely

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

Qualification

Service DesignHuman-Centered DesignPrototypingFigmaStakeholder ManagementSystems ThinkingAgile PracticesChange ManagementFinancial Services ExperienceFacilitationCommunicationProblem-SolvingCollaboration

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

Glassdoor3.6

Great companies have an enduring sense of purpose.

Founded in 1856

Buffalo, New York, US

10001+ employees

http://www.mtb.com

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)