Who Are We:
Customer Experience & The Way We Work Enablement (CXTW3E)
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 (CXTW3E) team, a diverse group of professionals united by a shared purpose: driving meaningful change through The Way We Work.
The Way We Work is more than a framework- it is our operating system. It combines Agility, Experience & Process Design, Customer Research and Change Management into a cohesive approach that enables individuals, teams, and organizations to deliver better outcomes. It is built on the mindsets, behaviors, and practices that foster customer-centricity, collaboration, innovation, continuous improvement, and sustainable transformation.
Role Summary
The Business Agility & Execution Enablement Lead is a senior individual contributor who strengthens how complex strategic initiatives plan, make decisions, collaborate, and deliver outcomes. Partnering with EPMO leaders, Release Train Engineers, initiative leaders, and functional partners, the role diagnoses systemic execution constraints and designs, tests, and evaluates targeted improvements in flow, decision effectiveness, cross-functional collaboration, and delivery reliability.
Through leadership and team coaching, the role builds business agility and connects capabilities across product, service design, change management, technology, operations, and risk and control. The Lead influences without direct authority and owns agreed enablement interventions, measures of impact, and capability transfer—not initiative delivery, the integrated program plan, budget, or train coordination. Accountable initiative, train, and functional owners retain responsibility for implementing and sustaining improved practices.
Primary Responsibilities
Diagnose Execution Challenges
- Assess complex strategic initiatives to identify systemic barriers to effective planning, decision-making, coordination, and delivery.
- Identify root causes behind recurring challenges such as ineffective handoffs, late engagement, unclear decision-making, unresolved dependencies, and avoidable rework.
- Use observations, delivery insights, and data to identify opportunities to improve execution.
- Distinguish isolated delivery issues from broader execution challenges requiring targeted intervention.
Design and Implement Improvements
- Partner with PMO leads, RTEs, initiative leaders, and functional partners to design and test practical improvements to ways of working.
- Improve practices that strengthen flow, cross-functional engagement, decision-making, planning, and delivery predictability.
- Establish measures to understand whether interventions are improving execution effectiveness.
- Adapt approaches based on results and learning rather than applying standardized practices regardless of context.
Enable Cross-Functional Collaboration
- Partner with initiative leaders and functional teams to improve how cross-functional capabilities are engaged and connected throughout planning and execution.
- Enable earlier engagement of product, service design, change management, technology, operations, risk and control, and program delivery partners to reduce ineffective handoffs and late-stage involvement.
- Identify friction across functions and help teams establish more effective ways of working together.
- Reinforce an outcome-focused approach that considers business, customer, employee, operational, and risk impacts.
Build and Sustain Execution Capability
- Coach leaders and teams to adopt and sustain more effective execution practices.
- Lead agreed enablement interventions through implementation and transition to accountable initiative or functional owners.
- Establish practical routines, tools, and practices that teams can sustain independently.
- Capture learning and translate successful approaches into practices that can be applied across strategic initiatives.
- Apply Agile coaching, business agility, organizational effectiveness, and continuous improvement practices to help initiatives become more adaptive, predictable, and outcome-focused.
Education and Experience Required
- Bachelor’s degree and a minimum of 6 years’ relevant work experience, or in lieu of a degree, a combined minimum of 10 years’ education and relevant work experience, including a minimum of 4 years’ relevant agile work experience
- Minimum of 4 years' relevant agile work experience
- Excellent communication skills
- Excellent facilitation skills
Education and Experience Preferred
- Experience in enterprise transformation, Agile delivery, business agility, organizational effectiveness, program execution, or related disciplines.
- Experience supporting complex strategic initiatives involving multiple business and technology functions.
- Demonstrated ability to diagnose systemic execution challenges and translate them into practical improvements.
- Strong understanding of Agile, Lean, systems thinking, continuous improvement, and organizational effectiveness practices.
- Strong facilitation, coaching, influencing, problem-solving, and stakeholder-management skills.
- Experience using qualitative and quantitative insights to evaluate execution effectiveness and guide improvement.
Work Model & Office Locations:
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
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $107,500.00 - $179,100.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
Location
Buffalo, New York, United States of America
