Who Are We: Customer Experience & The Way We Work Enablement (CXTW3E)
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 (CXTW3E) team, a diverse group of professionals united by a shared purpose: driving meaningful change through The Way We Work.
The Way We Work is more than a framework—it is our operating system. It combines Agility, Experience & Process Design, Customer Research and Change Management into a cohesive approach that enables individuals, teams, and organizations to deliver better outcomes. It is built on the mindsets, behaviors, and practices that foster customer-centricity, collaboration, innovation, continuous improvement, and sustainable transformation.
Primary Responsibilities:
Drive Adoption of The Way We Work
- Assess adoption of The Way We Work mindsets, behaviors, and practices.
- Partner with initiative teams to develop and execute adoption plans.
- Help teams apply The Way We Work disciplines in practical, outcome-focused ways.
- Track adoption progress and identify opportunities for improvement.
Create Conditions for Success
- Partner with leaders to establish team practices, routines, and expectations that support adoption.
- Identify opportunities to improve ways of working, collaboration, and team effectiveness.
- Help teams address obstacles that may limit adoption.
- Support a culture of learning, continuous improvement, and shared accountability.
Identify Barriers & Enable Change
- Identify organizational, process, cultural, and operational barriers affecting adoption.
- Recommend practical solutions and partner with stakeholders to address challenges.
- Monitor adoption risks and trends and adjust approaches as needed.
- Capture and apply lessons learned to strengthen future efforts.
Partner with Teams & Leaders
- Collaborate with initiative leaders, stakeholders, and teams to support adoption and readiness.
- Provide insights on adoption progress, risks, and opportunities.
- Facilitate discussions that build alignment and strengthen ways of working.
- Reinforce key behaviors including customer focus, collaboration, continuous learning, transparency, and accountability.
Education and Experience Required:
- Bachelor’s degree and a minimum of 5 years’ relevant work 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’ relevant work experience
- Strong attention to detail
- Strong ability to lead teams
- Excellent project management skills
- Strong analytical ability
- Creative problem-solving skills
- Excellent interpersonal skills necessary for business partner relationships within and outside the organization
- Strong written and verbal communication skills
- Ability to communicate professionally at many different levels
- Self-motivated
- Results-driven
- Well-organized
- Ability to handle multiple tasks and work under time constraints in support of various assignments
- Proficient with personal computers and pertinent spreadsheet, database, graphing, and presentation software
Education and Experience Preferred:
- Practical application of one or more of The Way We Work disciplines, including Agile, Change Management or Experience and Process Design in a large scale transformation initiative.
- Financial services or other regulated industry experience preferred.
- Ability to influence without authority
- Systems thinking and organizational awareness
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $89,600.00 - $149,300.00 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
