Senior Organizational Change Manager

Who Are We: Customer Experience & The Way We Work Enablement A high-impact team at the heart of M&T Bank’s most strategic and transformative efforts. We are the Customer Experience & The Way We Work Enablement team, 40+ diverse professionals united by a shared purpose: to drive meaningful change through The Way We Work. The Way We Work is more than a framework, it’s our operating system. It blends Agile, Service & Experience Design, Customer Research, Insights, and Change Management into a cohesive approach that empowers individuals, teams, and organizations to thrive. It’s about mindsets, behaviors, and practices that foster collaboration, innovation, and continuous improvement.

Shape Solutions and Lead Enterprise Change This role serves as a key member of a multidisciplinary team focused on improving employee, customer, and business outcomes. Working alongside other professionals in Change Management, Service & Experience Design, Customer Research, Insights, and Agile Delivery, you will help diagnose organizational challenges, shape integrated solutions, and lead the successful adoption of change across the enterprise. You will operate at both the initiative and discipline level, influencing the success of strategic transformations while helping mature change management capabilities across the organization. You Will: Assess and Shape Solutions Partner with leaders and stakeholders to understand business opportunities, challenges, and desired outcomes. Lead discovery conversations that uncover root causes, dependencies, stakeholder impacts, and organizational considerations. Evaluate opportunities through multiple lenses including people, process, customer experience, service design, and organizational readiness. Recommend integrated approaches by drawing upon the expertise of change management, customer research, service design, and agile practitioners. Serve as a strategic thought partner to leaders, helping them define solutions that are practical, scalable, and sustainable. Lead Organizational Change Serve as the lead Organizational Change Management practitioner for prioritized initiatives within Enterprise Platforms and other areas of business. Develop and execute change strategies that enable adoption, minimize disruption, and accelerate realization of business outcomes. Assess organizational impacts and readiness, identifying risks, resistance points, and adoption challenges. Coach executives, sponsors, leaders, and teams through complex organizational changes. Design communication, engagement, learning, and reinforcement strategies that support successful implementation and long-term sustainability. Measure adoption, readiness, and change outcomes, using insights to continuously improve results. Advance the Change Management Discipline Help shape the future of change management at M&T by contributing to enterprise standards, methodologies, tools, and best practices. Partner with Enterprise Change Management Office leadership to identify opportunities to strengthen organizational capabilities and maturity. Mentor and develop practitioners across the enterprise, helping elevate change management effectiveness and consistency. Contribute thought leadership on emerging change management trends, organizational effectiveness practices, and transformation approaches. Serve as a visible champion for The Way We Work and the value of integrated, human-centered transformation. Model Enterprise Leadership Demonstrate strategic thinking, enterprise mindset, and sound judgment in ambiguous and evolving situations. Build credibility through influence rather than authority, earning trust with executives, business leaders, and cross-functional partners. Balance tactical execution with long-term capability building and organizational improvement. Operate as a collaborative leader who develops others, challenges assumptions constructively, and continuously seeks better ways of working. What You Bring: