Service Design Lead

Primary Responsibilities:

• Lead cross-functional teams in design sprints using human-centered and design thinking methodologies
• Work closely with leads from Product, Process, Finance, Research, Analytics, and Technology
• Coordinate alignment between teams who develop strategic priority, and operational teams that deliver against those priorities and vision
• Use service design tools to build comprehensive views of current and aspirational states of customer journeys
• Identify opportunities to improve customer and employee experience across different touchpoints while articulating dependencies and complexities across them
• Perform user/customer research in partnership with our Experience Research team
• Translate user/customer insights into opportunity spaces for providing differentiating service experiences
• Plan and execute co-creation workshops
• Map user journeys and help partners define their processes to enable new service experience
• Establish relationships and liaise with key stakeholders throughout the journey
•  Communicate and envision service concepts to team members, stakeholders, and management by using diverse set of methods & tools that illustrate components of current and future experiences
• Helps define service design best practices for M&T Bank

Leadership attributes:

• Customer Centric – outside in perspective with a focus on improving the customer experience
• Curiosity – Seeks out ways to improve the customer experience
• Resilient – Respectful of broad opinions and makes tough calls with ease
• Driven & Prioritization – self-motivated and knows how to say no
• Challenges assumptions
• Decisive & Lead taking – sense of urgency with an ability to inspire followers
• Takes Ownership with a strong sense of accountability
• Interdependent – Communicates and convenes others – reaches across boundaries
• Continuously seeks out ways to improve

Nice to Have:

• Experience in financial services industry
• Familiarity with design systems
• Proven expertise in Design Thinking/Human-Centered Design

Education and Experience Required:

• Bachelor’s degree and a minimum of 5 years’ technical experience, including a minimum of 3 years’ professional experience in user interface, user experience and/or interaction design,
• or in lieu of a degree a combined minimum of 9 years’ higher education and/or work experience, including a minimum of 5 years’ technical experience, with a minimum of 3 years’ professional experience in user interface, user experience and/or interaction design

Education and Experience Preferred:

• 5+ years in Design Consultancy or equivalent Service Design or Design Strategy experience
• Currently or previously held roles as a UX Strategy Designer, Experience Design or similar.
• Academic and applied proven knowledge in one of the following areas: Research, Visual Design & Illustration, Prototyping, Business Design and Value Proposition
• Degree in Human Computer Interactions, Design, Psychology, Computer Sciences or related disciplines
• Hands-on experience of designing for a variety of digital touch-points and non-digital channels