Job Description
Overview:
The Senior Activation & Engagement Partner is a senior individual contributor role within M&T Bank’s Customer Experience & The Way We Work Enablement (CXTW3E) department. This role is critical to how the team designs, delivers, and continuously improves experiences that build capability, drive behavior change, and embed The Way We Work mindsets, behaviors and practices across the enterprise.
This is a multidisciplinary role that draws on expertise across design, facilitation, communications, change management, and engagement to support the full portfolio of products & services created and owned by CXTW3E. That includes technology enablement tools like Jira and Miro, frameworks like Idea to Implementation, and other offerings designed to drive adoption of The Way We Work across the enterprise.
Critically, this role requires the ability to think end-to-end about experiences, design holistically, and then roll up your sleeves to implement, maintain, and continuously improve. The ideal candidate brings senior-level experience across the engagement and activation lifecycle, a forward-looking lens on how AI and emerging technologies enhance learning, leverages data and research to inform and validate their work, and thrives in a collaborative, agile environment.
Primary Responsibilities:
Experience Design & Delivery
- Apply user-centered design methodologies and design thinking to create holistic engagement and activation experiences, from needs analysis through implementation and evaluation
- Design and deliver solutions across a range of formats and modalities including e-learning, instructor-led experiences, blended programs, job aids, and performance support resources in support of The Way We Work products, services, and disciplines, including technology tools (e.g. Jira, Miro) and frameworks like Idea to Implementation
- Facilitate learning and activation experiences for diverse audiences across the organization, in-person and virtually, adapting approach to meet different learner needs
- Use data, research, and employee feedback to validate approaches, identify opportunities for enhancement, and continuously improve outcomes
Engagement & Communications
- Develop and execute integrated engagement and communications strategies that build awareness and drive adoption of customer experience priorities and The Way We Work
- Build strong relationships and work closely with partners across the organization to gather requirements, align on strategy, and ensure solutions meet real business needs
- Tailor messaging and communications across channels and audience segments, grounded in empathy and an understanding of employee needs and motivations
AI, Innovation & Continuous Improvement
- Leverage AI tools to increase efficiency and quality across experience design and content development workflows
- Think strategically about how AI and emerging technologies can enhance the employee experience, including learning in the flow of work and on-demand performance support
- Contribute to a team culture of innovation, inclusion, and continuous improvement; adhere to M&T Bank’s risk, regulatory, and internal control standards
Scope of Responsibilities:
At M&T Bank, The Way We Work (TWWW) is our shared approach for collaborating to achieve excellent outcomes for our customers, communities, and each other. The Senior Engagement & Activation Partner plays a central role in how the team brings The Way We Work to life, designing and delivering experiences that build capability, drive adoption, and embed new mindsets and behaviors across the enterprise. This role works horizontally across the department, supporting a broad portfolio of products, services, and initiatives rather than a single discipline or program. The position develops strong relationships with subject matter experts, product owners, and cross-functional partners.
Education and Experience Required:
Bachelor’s degree and a minimum of 5 years’ related 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’ related experience
Background in the user experience field, preferably through an online portfolio
Prior experience with innovative thinking, the value of good design, and experience working with stakeholders to deliver results
Experience dealing with ambiguity and leveraging content as a means to bring clarity to abstract ideas
Experience with accessibility standards, cross-platform issues, mobile user interfaces, and systems-thinking
Experience using modern design, prototyping, and collaboration tools
Experience interacting with various multi-disciplinary teams of professionals
Strong content organization skills
Strong information hierarchy skills 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
- Experience working in or supporting agile environments and teams
- Familiarity with one or more The Way We Work core disciplines: agility, change management, customer research & experience, or process design
- Experience designing solutions that support enterprise-wide transformation or adoption initiatives
- Proficiency with design or development tools such as Articulate, Canva, or Adobe Creative Suite
- Background in human-centered design, UX research, or experience strategy
- Demonstrated expertise across multiple disciplines including experience design, facilitation, communications, and employee engagement
- Ability to use data and metrics to inform, validate, and continuously improve work
- Proficiency with or demonstrated curiosity about AI tools and their application in engagement and experience design