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
Skills Required
- Bachelor's degree or equivalent combination of education and experience
- Minimum of 5 years' relevant work experience
- Strong ability to lead teams and may directly manage staff
- Excellent project management skills
- Strong analytical ability and creative problem-solving skills
- Excellent interpersonal, written, and verbal communication skills
- Ability to understand and adhere to risk, regulatory standards, policies, and controls
- Ability to handle multiple tasks and work under time constraints
- Proficient with spreadsheet, database, graphing, and presentation software
- Banking/financial industry experience
- Master's degree (MBA) or advanced degree
- Six Sigma, Lean, Process Improvement, or project management-related education
- Experience with SQL, programming and statistical software
- Experience with financial, regulatory and/or process analysis and technical writing
M&T Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about M&T Bank and has not been reviewed or approved by M&T Bank.
-
Retirement Support — Retirement benefits are positioned as a strong pillar, including a 401(k) match and the possibility of an additional employer contribution, plus access to an employee stock purchase plan.
-
Leave & Time Off Breadth — Time-off offerings are framed as competitive, with a flexible PTO approach and paid volunteer time called out as a meaningful add-on to standard leave.
-
Wellbeing & Lifestyle Benefits — Wellbeing support appears comparatively robust, highlighted by mental-health therapy/coaching sessions and broader wellness programming alongside community-oriented perks.
M&T Bank Insights
What We Do
M&T Bank is a multi-state community-focused bank serving New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia and Washington, D.C. Founded in 1856, the company provides banking, investment, insurance and mortgage financial services to more than 3.6 million consumer, business and government clients.
