Experience & Process Design Manager

M&T Bank

Experience & Process Design Manager at M&T Bank managing teams to design customer journeys and digital products. Collaborating with various partners to align with business objectives and ensure quality outcomes.

Posted 4/24/2026full-timeBoston • District of Columbia, Maryland, Massachusetts, New York • 🇺🇸 United StatesSeniorLead💰 $172,100 - $286,800 per yearWebsite

About the role

Key responsibilities & impact

Manages a team of designers to research and design comprehensive customer journeys
Partners with business and technology leadership to scope and prioritize critical journeys and experiences
Develops the process and approach used by the team to address complex customer and business problems
Oversees the efforts of designers and partners to deliver cohesive experiences aligned with business objectives
Provides analytical, human‑centric consultation to leadership and partners to define and implement effective solutions
Leads cross‑functional teams in strategy and execution, ensuring outcomes align to customer needs and business priorities
Communicates complex ideas clearly and facilitates workshops across diverse groups
Prepares and presents project status and outcomes to senior management

Requirements

What you’ll need

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

Benefits

Comp & perks

Medical and retirement benefits
Forty hours of paid volunteer time, each year

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

design artifactscustomer journey mappingchange management practices

Soft Skills

communication skillspresentation skillsfacilitation skillscollaboration skillsleadershipanalytical skills

Certifications

Bachelor's degree