We are seeking a proactive Senior UX Researcher to shape customer- and banker-facing experiences. This person will deliver actionable research that influences business decisions, drives innovation, and improves user experiences. The ideal candidate has experience researching digital products for both customer and employee audiences. You’ll collaborate with cross-functional teams to ensure our products are intuitive, inclusive, drive business value, and are aligned with real user needs.
Creates deep understanding and empathy around user needs across product teams, including designers, product managers, and engineers. Designs and executes primary research to explore user behaviors and motivations through surveys, ethnography, in depth interviews, concept testing, stakeholder interviews, workshop facilitation, usability testing, and heuristic evaluations. Comfortable triangulating data across multiple sources, including voice of the customer, employee feedback, and behavioral data. Translates insights into actionable recommendations that inform the development of new products and features and drive continuous innovation of existing experiences. Delivers clear, compelling written, visual, and in-person presentations to support decision-making at all stages of product development.
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
Primary Responsibilities:
Employ a range of UX Research methodologies (e.g. surveys, ethnography, in depth interviews, concept testing, stakeholder interviews, workshop facilitation, usability testing, heuristic evaluations, etc.)
Scope of Responsibilities:
At M&T Bank, user experience (UX) is at the forefront of how we create intuitive, innovative and visually appealing products that people love. The Sr UX Researcher strives to learn and understand our users’ needs, behaviors, and emotions to yield insights that inform product strategy and guide design of the experiences created. You will develop relationships and work closely with leaders in Product Management, Software Engineering, Marketing, and Business to solve complex challenges and craft powerful experiences that highlight our products’ unique capabilities and personalities.
Education and Experience Required:
Bachelor’s degree and a minimum of 5 years’ related experience, or in lieu of a degree, a combined minimum of 9 years’ higher education and/or work experience, including a minimum of 5 years’ related experience
Background in the user experience researcher field, designing and conducting user research studies and applying design-thinking methodologies
Prior experience with innovative thinking, the value of research and working with stakeholders to deliver results
Strong understanding of strengths and shortcomings of different research methods, including when and how to apply them during product development processes
Experience dealing with ambiguity and leveraging design research as a means to bring clarity to abstract ideas
Experience with accessibility standards, cross-platform issues, mobile user interfaces and systems-thinking
Experience using modern design, prototyping and collaboration tools (e.g. Figma, UserTesting, Miro, Jira)
Experience interacting with various multi-disciplinary teams of professionals
Strong time management skills
Strong problem-solving skills
Strong critical thinking skills
Strong verbal and written communication skills
Strong collaboration skills
Education and Experience Preferred:
Minimum of a master’s degree in a related field
Experience in survey design, including working knowledge of statistics and experimental design
Experience in creating use cases, flow diagrams, prototypes, scenarios and wireframes in the context of user research
Proficiency in industry best practices for desktop, mobile and web applications
Experience working with Product Managers, Product Designers and Product Marketers
Experience working in the financial industry
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $113,300.00 - $188,800.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
Wilmington, Delaware, United States of America
