Overview:
As a Senior Service Designer on the M&T Experience Design & Innovation team, you will lead the design of service and touchpoint experiences within the Commercial Bank.
Primary Responsibilities:
Lead team members dedicated to one or more opportunity spaces; connect to broader experience vision.Ideate and conceptualize service concepts aligned to strategies defined by product and workstream leads and provide recommendations for implementation.Lead cross-functional teams in design workshops using human-centered and design thinking methodologies.Perform user/customer research in partnership with our User Experience Research team.Translate user/customer insights into opportunity spaces for providing differentiating service experiences.Strategically choose and apply the service design tools and methods (e.g., journey maps, service blueprints) that best fit the strategic outc...