Senior Service Design Lead: Customer-Centric Experiences

M&T Bank’s Experience Design & Innovation team seeks a Senior Service Designer to lead service and touchpoint experiences within the Commercial Bank. You will guide cross-functional teams and shape strategy for customer-centric banking solutions.
The role requires hands-on service design, workshop facilitation, user research, and translating insights into differentiated service concepts while ensuring risk controls and brand alignment. Hybrid work model with multiple U.S. offices.

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