Senior User Experience Content Strategist

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.

• 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.

The M&T Experience Design & Innovation team is a multidisciplinary group dedicated to transforming digital experiences across the enterprise. We champion customer centricity and innovative design, driving enterprise-wide change through curiosity and collaboration. Within this team, Enterprise Experience Design leads the vision for identity solutions that prioritize security, operational efficiency, and a unified customer experience. We guide cross-functional teams in tackling enterprise challenges, and continually advance our design toolkit to deliver simple, connected solutions that help customers achieve their financial goals.

• 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.

• 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.

Core Competencies:

• Enterprise strategy and vision
• Phased execution and scalability
• Customer centricity and security mindset
• Cross-functional collaboration and vendor management
• Data-driven decision making
• Regulatory awareness and risk mitigation
• Continuous learning and mentorship
• Familiarity with design systems