The Wilmington Trust Institutional Services (IS) division is experiencing rapid business growth and has initiated a strategic digital transformation program. The goals of the program are to grow revenue through new and transformed digital-first trust and agency service products, to move from a product-centric to client-centric operating model, to move from market-specific to global solutions, and to dramatically lower the cost to serve.

Overview:

In alignment with the business strategy, we are looking for an entrepreneurial and highly analytical Client Experience Director to help design our client and employee experiences as part of both digital and non-digital initiatives across all product lines and markets. Reporting to the Chief Transformation Officer, you will own complex end user journey and E2E UX designs that streamline and automate employee and client workflows with one solution, from ideation through go-to-market delivery. You will be primarily a senior-level individual contributor, who will work as a cross-functional thought-leader across the UX design team, engineering, digital product owners, business stakeholders, and executives to deliver a best-in-class client experience.

Primary Responsibilities:

• Client Experience Vision and Strategy – Create a compelling client experience vision that aligns with the division's goals and values. Define a comprehensive digital UX strategy that achieves the vision while aligning with future and existing core platforms and capabilities. Understand the needs, goals, and pain points of multiple corporate trust end users types through multiple complex B2B2X go-to-market products. Own all voice of client deliverables and processes for an ongoing feedback loop towards digital-first improvements. Champion tangible solutions to critical capabilities, such as a client-centric servicing portal, client and on-behalf-of employee UX reuse, product-driven sales growth via digital sales portal, multi-party interactive social-like and/or AI chatbot collaboration, API-first delivery model, and heavy leverage of doc extraction AI.
• Digital Transformation – Champion a new digital portal strategy that can host multiple client and product types by creating a unifying end user experience across all cross-product and product-specific capabilities. Analyze the client experience of competitors and industry trends to advance our products and drive innovation to move to an industry-leading client experience. Facilitate the aggregation, creation, and inventorying of conceptual UX designs from multiple sources into executable user experiences
• Comprehensive CX Design – Become the main gate-keeper for all existing and future end-user journeys, with traceability to detailed functional and UX design artifacts. Personally define and design critical experience standards, ensure all CX and UX design materials are aligned with IS business architecture artifacts, ensure all experience design and usage metrics are easily discoverable as part of scope analysis, and collaborate with IS change management to communicate and measure end-user changes
• Voice of Client Facilitation – Act as the voice of the client within the organization, ensuring that client needs and perspectives are prioritized in decision-making processes. Gather both qualitative and quantitative feedback on an ongoing basis, summarize key themes, and provide tangible inputs to business strategy, digital product OKR’s, and detailed CX/UX designs
• CX Design Authority – Become the main approver and facilitator of all critical CX design decisions, collaborating with key stakeholders such as the IS CEO, IS Executives, and the Bank’s CX leadership

Education and Experience Required:

• Bachelor’s degree and a minimum of 7 years’ relevant work experience, or in lieu of a degree, a combined minimum of 11 years’ higher education and/or work experience, including a minimum of 7 years’ relevant work experience

• Strong attention to detail

• Ability to work independently and function as a member of a team

• Coach others in their area of expertise

• Excellent interpersonal and communications skills necessary for business partner relationships within and outside the organization

• Self-motivated, results driven, and well organized

• Ability to handle multiple tasks and work under time constraints in support of various assignments

• Ability to thrive in a fast paced environment

• Experience with Microsoft Office suite of products including Word, Excel, PowerPoint, Project, Visio, and Outlook or equivalent

Education and Experience Preferred:

• Bachelor’s degree in Finance, Economics, Math, Accounting, Engineering, or Business Administration; Master’s degree in Business Administration (MBA) or advanced degree
• Minimum of 8 years’ relevant work experience
• Banking/financial industry experience
• Expert in Six Sigma, Lean or Process Improvement, or project management methodology
• Experience with SQL, programming and statistical software
• Experience with financial, regulatory and/or process analysis, and technical writing
• Curious and innovative

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $110,673.13 - $184,455.22 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Wilmington, Delaware, United States of America