Overview:

Experience Testing is critical to product and service development. Testing a product or service with customers before launch will determine whether a product or service is usable and intuitive. The Experience Testing Program Manager will develop a program and framework across the enterprise to put products and services in front of customers as part of a customer centric design process to ensure that they drive customer value.

Primary Responsibilities:

• Design and execute comprehensive the user testing program from various stages of product development, including identifying appropriate user testing methods, recruiting participants, and coordinating cross-functional teams.

• Collaborate with the design team to integrate user feedback into design decisions.

• Partner with the customer research team to gather deep insights and translate them into actionable product improvements.

• Analyze user testing data to identify trends, insights, and areas for improvement.

• Prepare detailed reports and present findings to stakeholders, including recommendations for product enhancements.

• Organize and maintain a systematic approach for collecting, analyzing and responding to user feedback throughout the product development cycle.

• Ensure that all testing activities maintain a high standard of quality and consistency and adapt testing strategies as needed to meeting evolving product goals and user expectations.

• Act as a liaison between the product team, design team, and external stakeholders, ensuring clear communication and alignment on testing goals and outcomes.

• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.

• 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.

• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.

• Complete other related duties as assigned.

Supervisory/Managerial Responsibilities

After build-out of function expect to lead a team of up to five to ten designers and researchers who support the experience testing function.

Education & Experience Required:

• Bachelor’s degree in User Experience, Human-Computer Interaction, Psychology, or a related field

• Minimum 7 years’ in user testing, user experience design or a related field

• In lieu of a degree, a combined minimum of 11 years’ higher education and/or work experience

• Proficient in user testing methodologies and tools (e.g. usability testing, A/B testing, surveys, analytics tools)

• Strong analytical skills with the ability to interpret data and translate insights into product improvements

• Excellent collaboration and communications skills, with experience working in cross-functional teams

• Familiarity with design principles and practices, and experience working in cross-functional teams

• Strong project management skills, with the ability to lead projects independently and meet deadlines

Education & Experience Preferred:

• Masters degree preferred

• Minimum of 10 years of experience in user testing, user experience design or a related field

• Experience in financial services industry

• Experience in Environmental and/or Digital

Location/Working Model/Travel:

• Ideally, this will be a hybrid position that includes time spent working in-office at an M&T Bank office location, preferably in the Buffalo, Bridgeport, Baltimore, or Wilmington areas.

• Depending upon the location of the final candidate and the needs of the team the position might be hybrid or possibly remote within the M&T Bank footprint (CT, DE, ME, MD, MA, NH, NJ, NY, PA, RI, VT, VA or DC), with travel required as referenced below.

Anticipated Travel Requirements:

Employees in this position should be prepared to travel at least once per month. Travel may occur more or less often than this and is based upon the needs of the business.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $100,611.94 - $167,686.57 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

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.