Senior Experience Engineer (Root Cause & Process Improvement)

Overview :

The Senior Experience Engineer will directly impact and improve everyday customer and employee experiences across the enterprise by working with multi-disciplinary and cross-functional team members across evaluation, design, and implementation of process, policy, procedure, and practice improvements.

The incumbent will partner across the organization using a variety of improvement approaches to enhance the overall customer and employee experience.

The primary outcomes to drive are to significantly improve current and future experiences for customers and employees by addressing simplification, step elimination, and policy and process changes.

This role will work on a wide variety of topics across many areas of the enterprise and requires flexibility, adaptability, collaboration, and the ability to manage and influence stakeholders at all levels.

With a focus on customer-centricity, this role must always seek to challenge the norm and status quo to optimize experiences.

Primary Responsibilities :

Assess processes to identify top customer pain points and issues that can be addressed via process, policy, procedure, and practice to deliver improvements to customer and employee experiences.

Formulate opportunities in process, policies, procedures, and practices for the long-term customer experience and planning process, including development implementation of overall initiatives.

Collaborate with cross-functional teams to improve and simplify processes and practices across the organization.

Understand and analyze large sets of data and feedback to identify themes and trends that identify and inform process, policy, procedure, and practice improvements.

Manage stakeholders as part of organized process improvement efforts and root cause investigations, including coordination of multiple resources across divisions and departments and facilitation of team-based process improvement projects.

Plan and facilitate Kaizen workshops and Root Cause & Action Planning sessions with business partners and other stakeholders to determine the root causes and ensure action plans are established to prevent future complaints.

Apply the DMAIC approach to problem-solving, as well as structured project and change management methodologies.

Teach, coach, and influence others in the use of problem-solving and root cause techniques.

Assist in the development of learning curriculum, reference materials, and quality frameworks.

Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Appetite.

Promote an environment that supports diversity and reflects the M&T Bank brand.

Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.

Complete other related duties as assigned.

Scope of Responsibilities :

This role works to deliver better experiences for customers and employees and improve processes, policies, procedures, and practices to support M&T Bank’s journey to be a leading, customer-centric organization.

This is a hands-on role that requires personal initiative, curiosity, and drive to build a culture that values the voice of all our customers and employees and delivers real business impact for M&T Bank.

Education and Experience Required :

Bachelor's degree, or equivalent work experience

5 year or more years of Product or Process Improvement experience

Incredibly curious, displays empathy for the customer, and can reflect an outside-in perspective

Process mapping and / or Journey mapping experience, ability to lead process mapping / value chain sessions

Ability to quickly understand processes and make recommendations for improvement

Strong analytical and problem-solving skills to properly deconstruct the problem and determine viable solution options using data as a guide

Experience handling multiple tasks and working under time constraints in support of various assignments

Ability to challenge the status quo, always asking why?

Results-oriented; strong business and analytical acumen

Utilize existing networks to access relevant stakeholder background and insights

Effective communicator with all levels of the organization; ability to provide insights on past and current findings and collaborate on future learnings

Excellent oral and written communication skills with the ability to influence others

Strong organizational skills, attention to detail, accuracy, and accountability

Ability to meet deadlines and make decisions

Strong prioritization and time management skills

Strong influencing and leadership skills - effectively communicating with authority and confidence, while building strong relationships with cross-functional teams

Education and Experience Preferred :

Advanced Degree

Lean or Six Sigma certification

Change Management certification

Location / Working Model :

This is a hybrid position that includes time spent working in-office at an M&T Bank location. Eligible candidates must live within commuting distance to one of our four main hubs below.

Buffalo, NY

Baltimore, MD

Bridgeport, CT

Wilmington, DE

Anticipated Travel Requirements :

Employees in this position should be prepared to travel at least once per quarter.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $97,869.

52 - $163,115.87 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America