Head of Customer Engagement Innovation

3 weeks ago


Williamsville, Illinois, United States M&T Bank Full time
Job Title: Director of Customer Contact Innovation

Overview: This position is pivotal in spearheading strategic enhancements and innovative practices within M&T Bank's customer contact operations. By leveraging Agile methodologies, Lean Six Sigma principles, customer experience design, and effective change management techniques, the role collaborates closely with leadership, technology teams, and the contact center workforce to formulate strategic insights and improve operational frameworks, capabilities, processes, and communication channels.

Key Responsibilities:

  • Thoroughly analyze contact center technologies and keep abreast of emerging trends and capabilities.
  • Develop and present strategic recommendations to senior leadership regarding new operational capabilities.
  • Guide agile teams in executing complex continuous improvement projects.
  • Evaluate project outcomes and monitor benefits post-implementation.
  • Conduct data analysis to pinpoint performance enhancements and identify potential risks.
  • Adhere to the organization’s risk management and regulatory standards.
  • Champion diversity and uphold the M&T Bank brand values.
  • Ensure compliance with internal control standards and address any audit or regulatory concerns.
  • Perform additional responsibilities as required.

Scope of Responsibilities: This role involves managing intricate units independently, engaging with clients, vendors, and executive leadership.

Required Education and Experience: A minimum of 13 years of relevant education/work experience in call center operations, continuous improvement, or banking, including at least 3 years in a managerial capacity. Strong customer service acumen, software expertise, and certifications in Six Sigma, Lean, or Agile methodologies are essential.

Preferred Education and Experience: A bachelor’s degree in a technical, finance, or business field, complemented by over 10 years of experience in process improvement within the financial services sector. The ideal candidate is self-driven, results-oriented, highly organized, and possesses strategic thinking capabilities.

Physical Requirements: Varies.

M&T Bank provides competitive compensation, reflecting the qualifications of the selected candidate.



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