Who Are We: Customer Experience & The Way We Work Enablement

A high-impact team at the heart of M&T Bank’s most strategic and transformative efforts. We are the Customer Experience & The Way We Work Enablement team, 40+ diverse professionals united by a shared purpose: to drive meaningful change through The Way We Work.

The Way We Work is more than a framework, it’s our operating system. It blends Agile, Service & Experience Design, Customer Research, Insights, and Change Management into a cohesive approach that empowers individuals, teams, and organizations to thrive. It’s about mindsets, behaviors, and practices that foster collaboration, innovation, and continuous improvement.

What You'll Do: Shape Solutions and Lead Enterprise Change

This role serves as a key member of a multidisciplinary team focused on improving employee, customer, and business outcomes. Working alongside other professionals in Change Management, Service & Experience Design, Customer Research, Insights, and Agile Delivery, you will help diagnose organizational challenges, shape integrated solutions, and lead the successful adoption of change across the enterprise.

You will operate at both the initiative and discipline level, influencing the success of strategic transformations while helping mature change management capabilities across the organization.

You Will:

Assess and Shape Solutions

• Partner with leaders and stakeholders to understand business opportunities, challenges, and desired outcomes.

• Lead discovery conversations that uncover root causes, dependencies, stakeholder impacts, and organizational considerations.

• Evaluate opportunities through multiple lenses including people, process, customer experience, service design, and organizational readiness.

• Recommend integrated approaches by drawing upon the expertise of change management, customer research, service design, and agile practitioners.

• Serve as a strategic thought partner to leaders, helping them define solutions that are practical, scalable, and sustainable.

Lead Organizational Change

• Serve as the lead Organizational Change Management practitioner for prioritized initiatives within Enterprise Platforms and other areas of business.

• Develop and execute change strategies that enable adoption, minimize disruption, and accelerate realization of business outcomes.

• Assess organizational impacts and readiness, identifying risks, resistance points, and adoption challenges.

• Coach executives, sponsors, leaders, and teams through complex organizational changes.

• Design communication, engagement, learning, and reinforcement strategies that support successful implementation and long-term sustainability.

• Measure adoption, readiness, and change outcomes, using insights to continuously improve results.

Advance the Change Management Discipline

• Help shape the future of change management at M&T by contributing to enterprise standards, methodologies, tools, and best practices.

• Partner with Enterprise Change Management Office leadership to identify opportunities to strengthen organizational capabilities and maturity.

• Mentor and develop practitioners across the enterprise, helping elevate change management effectiveness and consistency.

• Contribute thought leadership on emerging change management trends, organizational effectiveness practices, and transformation approaches.

• Serve as a visible champion for The Way We Work and the value of integrated, human-centered transformation.

Model Enterprise Leadership

• Demonstrate strategic thinking, enterprise mindset, and sound judgment in ambiguous and evolving situations.

• Build credibility through influence rather than authority, earning trust with executives, business leaders, and cross-functional partners.

• Balance tactical execution with long-term capability building and organizational improvement.

• Operate as a collaborative leader who develops others, challenges assumptions constructively, and continuously seeks better ways of working.

What You Bring: Experience, Expertise, and Leadership Potential

We're looking for a highly skilled transformation leader who combines deep change management expertise with strong business acumen, systems thinking, and a collaborative approach to solving complex organizational challenges. The ideal candidate can assess business opportunities, shape integrated solutions, influence senior leaders, and drive successful adoption while helping advance the practice of change management across the enterprise.

You bring:

• A bachelor's degree and at least 7 years of experience leading organizational change, transformation, organizational effectiveness, or related disciplines.

• Proven success leading enterprise-scale, high-impact initiatives and delivering measurable business outcomes in complex, matrixed organizations.

• Demonstrated ability to assess organizational challenges, facilitate discovery, and develop integrated solutions by leveraging change management, agile, customer research, service design, process improvement, and other complementary disciplines.

• Strong consulting, facilitation, and influencing skills, with the ability to engage senior executives, challenge assumptions constructively, and shape strategic decisions.

• Exceptional systems thinking and business acumen, connecting business strategy, customer needs, employee experience, organizational effectiveness, process design, and change adoption.

• Experience integrating change management strategies with agile ways of working to support stakeholder engagement, readiness, adoption, and sustained results.

• A track record of building organizational capability through coaching, mentoring, and advancing professional practices across teams and functions.

• A recognized change management certification such as Prosci or ACMP CCMP.

Work Model & Office Locations:

This role follows a hybrid work model, requiring onsite presence four days per week at one of M&T Bank’s regional offices. Candidates must reside within a reasonable commuting distance to one of the following locations:

• 345 Main Street, Buffalo, NY

• 115 Federal Street, Boston, MA

• 1 Light Street, Baltimore, MD

• 1350 I Street NW, Washington, DC

• 1100 North Market Street, Wilmington, DE

• 277 Park Avenue, New York, NY

• 850 Main Street, Bridgeport, CT

• 77 Pine Street, Burlington, VT

Preferred Qualifications and Experience: Elevate Your Impact

While not required, the following qualifications and experiences will help you thrive in this role and maximize your impact across the enterprise:

• An MBA or advanced degree in Organizational Development, Organizational Behavior, Change Management, Business Administration, Human-Centered Design, or a related field.

• Experience working within multidisciplinary teams that bring together change management, customer experience, service design, customer research, agile delivery, process improvement, product management, or operational excellence capabilities.

• Demonstrated success helping leaders assess complex business opportunities and shape solutions that balance customer, employee, process, technology, and business considerations.

• Experience coaching senior leaders and executives through significant organizational transformation, operating model changes, or enterprise-wide strategic initiatives.

• A track record of developing organizational capability through mentoring, coaching, community building, methodology development, or advancement of professional practices.

• Experience contributing to or leading the evolution of a change management, transformation, organizational effectiveness, or continuous improvement function.

• Strong facilitation and consulting skills, with the ability to lead discovery sessions, challenge assumptions, align diverse stakeholders, and navigate ambiguity.

• Experience influencing outcomes in highly matrixed organizations without direct authority.

• Banking or financial services experience, including familiarity with the regulatory, operational, and cultural considerations that influence large-scale change.

• Experience leading people, programs, communities of practice, or matrixed teams, including talent development, capability building, succession planning, or workforce planning.

• Proficiency with collaboration and transparency tools such as Jira, Miro, Target Process, or similar platforms that support agile and cross-functional ways of working.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $118,200.00 - $197,000.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Wilmington, Delaware, United States of America