Overview: 

In this role, you will be conducting research to support the team building the M&T Design System. You will execute impactful research to help develop and evaluate components that will be used by Designers and Developers across digital experiences on desktop & mobile experiences across M&T and Wilmington Trust. You will derive insights from quantitative and qualitative data, and ensure adherence to accessibility standards.

Primary Responsibilities:

• Plan and conduct remote usability studies (unmoderated and moderated), and quantitative UX research focused on Benchmarking.

• Participate in brainstorm sessions and research studies with customers, stakeholders and internal users for concept generation, concept validation and usability.

• Gain user insight through qualitative in-depth interviews, stakeholder interviews, usability testing, competitive analysis, and quantitative surveys.

• Participate in efforts to communicate research results, set baseline requirements for design and implementation and recommend strategic improvements to teams.

• 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.

• 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.

Education and Experience Required:

• Bachelor’s degree, preferably in Human-Computer Interaction, Psychology, Human Factors, Anthropology, or related field, and a minimum of 3 years’ related experience

• In lieu of a degree, a combined minimum of 7 years’ higher education and/or work experience, including a minimum of 3 years’ related experience

• Highly skilled at conducting user research, including concept testing, usability testing, competitive analysis, expert reviews, heuristic analysis, and surveys

• Experience and demonstrated skill with qualitative usability methods, including observing, understanding, and synthesizing human behavior into insights, and driving the voice of the customer in product development

• Experience with accessibility standards

• Proficiency in industry best practices for desktop, mobile and web applications

• Experience with online research tools

• Experience with video editing tools

• Experience with design, prototyping and collaboration tools

• Strong time management skills

• Strong problem-solving skills

• Strong critical thinking skills

• Strong verbal and written communication skills

• Skilled at coordination and collaboration, naturally curious and an accomplished problem solver

Education and Experience Preferred:

• Industry experience effectively partnering with teams to improve the user experience based on research results or customer feedback

• Strong project management, organization, and planning skills with an attention to detail

• Understanding of strengths and shortcomings of different research methods and how to apply them

• Experience in creating use cases, flow diagrams, prototypes, scenarios and wireframes in the context of user research

• Experience working with Designers and Software Engineers

• Experience working in the financial industry

• Experience with UserZoom/UserTesting, Figma, and Miro strongly preferred

Work Arrangement:

• This is a remote eligible position. Priority consideration will be given to applicants living within the M&T Bank footprint.  We define our footprint as CT, DE, ME, MD, MA, NH, NJ, NY, PA, RI, VT, VA, or DC.

• Occasional travel and time spent working in-office at an M&T Bank office location may be required at the discretion of your manager.

Location