Experience & Process Design Leader

Overview:

M&T Bank is seeking a bold, pragmatic, and highly collaborative executive leader to head our integrated Experience & Process Design organization. This role is accountable for shaping and scaling enterprise-wide experience, service, and process design capabilities to deliver cohesive, customer-centered, and operationally sound outcomes across the bank.

This leader will oversee a multidisciplinary organization spanning service design, journey design, design strategy, and process engineering, and will operate at the intersection of business, technology, and operations. They will be responsible building the standards, operating models, governance, and talent systems that allow these practices to scale sustainably across the enterprise. They will serve as a thought partner with executive leaders as they guide their teams to build and deliver exceptional end-to-end customer experiences.

The ideal candidate is a seasoned design execu...