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M&T Bank User Experience Researcher in Buffalo, New York



Participates in efforts to create understanding and empathy around user needs, stated and unstated, for the product team including designers, product managers, and engineers. Conducts primary research studies and explores behaviors and motivations of users through field visits, ethnography, surveys, usability testing, and logs analysis. Based on research findings, assists with creation of new products and features, as well as continuous innovation of existing products. Assists in delivering written, in-person, and visual presentations on research findings to support all stages of product development.

Primary Responsibilities:

  • Adhere to a consistent research discipline, discovering how users interact with modern financial products and enabling a deep understanding of the Bank’s current and potential customers.

  • 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, quantitative surveys and contextual field visits.

  • Work with Market Research to leverage existing research, ensure alignment across scheduled research efforts and inform the Company’s overall understanding of user needs and expectations.

  • 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.

Scope of Responsibilities:

At M&T Bank, user experience (UX) is at the forefront of how we create intuitive, innovative and visually appealing products that people love. The job holder strives to learn and understand users’ needs, behaviors, and emotions to yield insights that inform product strategy and guide design of the experiences created. The position works closely with Product Managers, Software Engineers, Marketers, and Business Stakeholders, contributing to efforts to solve complex challenges and craft powerful experiences that highlight our products’ unique capabilities and personalities.

Education and Experience Required:

Bachelor’s degree and a minimum of 3 years’ related experience, or 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

Background in the user experience research field and conducting user research studies

Experience with accessibility standards, cross-platform issues, mobile user interfaces and systems-thinking

Experience using modern design, prototyping and collaboration tools

Strong time management skills

Strong problem-solving skills

Strong critical thinking skills

Strong verbal and written communication skills

Strong collaboration skills

Education and Experience Preferred:

Minimum of a master’s degree in a related field

Prior experience with innovative thinking, the value of research and working with stakeholders to deliver results

Understanding of strengths and shortcomings of different research methods and how to apply them during product development processes

Experience dealing with ambiguity and leveraging design research as a means to bring clarity to abstract ideas

Experience in survey design, including working knowledge of statistics and experimental design

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

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

Experience interacting with various multi-disciplinary teams of professionals

Experience working with Product Managers, Product Designers, and Product Marketers

Experience working in the financial industry


Buffalo, New York, United States of America

At M&T Bank, we understand what's important when you're considering a career. M&T strives to be the best company our employees ever work for, the best bank our customers ever do business with, and the best investment our shareholders ever make.

The key features of our culture are our:

  • Heritage of strength and stability

  • Exceptional and long-tenured employees

  • Focus on long-term client relationships

  • Commitment to the communities we serve

  • Commitment to our shareholders

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

M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.