Service Design Lead (Hybrid)

**Overview:**

M&T Bank is seeking a dynamic and highly Service Design Lead to join our integrated Experience & Process Design organization. This team 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 is a multidisciplinary team that spans service design, journey design, design strategy, and process engineering, and will operate at the intersection of business, technology, and operations. The team will be responsible for maintaining the standards that allow these practices to scale sustainably across the enterprise and will also be deployed to engagements throughout the enterprise, acting as a thought partner and consultant to business leaders as their teams build and deliver exceptional end-to-end customer experiences.

The ideal candidate is a seasoned design lead who can operate equally well as a trusted advisor and ...