Product Owner II - Customer Experience & The Way We Work Enablement (Hybrid)

Overview: 

As part of the Customer Experience and The Way We Work Enablement organization within Enterprise Platforms, the Product Owner II owns customer/employee research and portfolio management products. Representing the voice of the customer and stakeholders while also aligning with business strategy, the Product Owner II defines and articulates new opportunities, working in close concert with key stakeholders, including senior leadership and a dedicated agile team. They define the product vision and roadmap, prioritize the backlog, anticipate client needs, and serve as the primary communicator between stakeholders and teams while evaluating product progress at each iteration.  

Location:

This role follows a hybrid work model, requiring onsite presence four days per week at one of M&T Bank’s regional offices. Candidates must reside within a reasonable commuting distance to one of the following locations:

• 345 Main Street, Buffalo, NY

• 115 Federal Street, Boston, MA

• 1 Light Street, Baltimore, MD

• 1350 I Street NW, Washington, DC

• 1100 North Market Street, Wilmington, DE

• 277 Park Avenue, New York, NY

• 850 Main Street, Bridgeport, CT

• 77 Pine Street, Burlington, VT

Primary Responsibilities: 

• Build and own the vision, roadmap, and backlog of the Qualtrics, User Zoom, User Research, and User Interviews customer/employee research suite and Service Now SPM, the enterprise portfolio management tool. 

• Represent the voice of the customer within the team and convey story details to the team; make autonomous decisions, quickly and thoughtfully, to move delivery forward in alignment with overall product vision and strategy. 

• Work directly with the delivery team to create appropriate analytics and other communication tools for internal team and stakeholder use to show progress. 

• Participate in all team activities and ceremonies. 

• Use a matrixed influencing approach to work with essential business partners throughout the organization, often at a more senior level and irrespective of hierarchy or divisions, advocating for the benefit of the customer. 

• Understand and engage with your customers. 

• Focus on outcomes over outputs, incorporating design thinking methods and analytics to inform product design.  

• May act on behalf of the Senior Product Owner during absences. 

• Promote an environment that supports belonging 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 

Managerial/Supervisory Responsibilities: 

No direct management responsibility, but while an individual contributor, the jobholder must manage activities through influence, accountability and ownership, functioning in an agile environment. 

Education and Experience Required: 

Bachelor’s degree and a minimum of 6 years’ business, analytical, technical and/or product experience, or in lieu of a degree, a combined minimum of 10 years’ higher education and/or work experience, including a minimum of 6 years’ business, analytical, technical and/or product experience. 

Education and Experience Preferred: 

• Prior experience prioritizing across competing priorities and quickly-changing landscape 

• Prior experience actively seeking out multiple opinions, yet making independent decisions and influencing positive outcomes 

• Understanding of Design Thinking principles 

• Knowledge of product design and development best practices 

• Knowledge of Agile and Lean principles and practices 

• Experience working in partnership with user experience teams on product design 

• Experience developing/managing digital capabilities 

• Strong verbal and written communication skills 

• Specific subject matter expertise as required by assigned product