Senior User Experience Content Strategist

M&T Bank • Buffalo, NY

8d

About The Position

As a Senior User Experience Content Strategist on the M&T Experience Design & Innovation team, you will lead the development of unified messaging and experience strategies for digital identity products and services, beginning with the retail consumer journey and scaling across the enterprise. Your work will set the foundation for enterprise-wide transformation by championing secure, seamless, and user-centric experiences at every touchpoint—login, account management, authentication, and self-service. Guided by a strategic mindset and the Northstar vision, you will design solutions that address immediate consumer needs while planning for scalable, long-term impact, ensuring all messaging and interactions meet business goals, regulatory requirements, and the evolving expectations of digital customers.

Requirements

• Bachelor’s degree and at least 5 years of related experience, or 9 years combined higher education and/or work experience, including 5 years relevant experience.
• Background in user experience, ideally demonstrated through an online portfolio.
• Proven ability to translate complex concepts into clear, engaging copy.
• Experience with innovative thinking, stakeholder collaboration, and delivering results.
• Skilled in clarifying ambiguity through content.
• Knowledge of accessibility standards, cross-platform issues, mobile interfaces, and systems-thinking.
• Proficiency with modern design, prototyping, and collaboration tools.
• Effective working with multidisciplinary teams.
• Strong skills in content organization, information hierarchy, time management, problem solving, critical thinking, communication, and collaboration.

Nice To Haves

• Master’s degree in a related field.
• Experience supporting the full product development lifecycle.
• Ability to create use cases, flow diagrams, prototypes, scenarios, and wireframes.
• Familiarity with best practices for desktop, mobile, and web applications.
• Experience collaborating with Product Managers, Designers, and Marketers.
• Financial industry experience a plus.

Responsibilities

• Lead unified content strategy for enterprise digital transformation, starting with retail consumer experience and scaling across business lines.
• Set strategic direction for retail consumer messaging, guiding the Northstar vision and ensuring secure, user-centric communications.
• Develop and refine content for CIAM solutions, including MFA, password management, login flows, and unified account management.
• Align content initiatives with Northstar strategy and modernization goals for scalable, long-term impact.
• Plan and execute phased content delivery, adapting strategies for multiple business areas and supporting iterative improvement.
• Collaborate with cross-functional teams to ensure messaging meets business, regulatory, and user requirements.
• Advocate for user-centered messaging through research, testing, and data-driven insights.
• Promote brand values and belonging across all digital channels.
• Use data and metrics to identify opportunities for ongoing content enhancements.
• Adhere to company risk, regulatory, and internal control standards.
• Complete other related duties as assigned.

Benefits

• M&T Bank is committed to fair, competitive, and market-informed pay for our employees.
• As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees