**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 outcomes of the program.
+ Contribute examp...