Overview:

Responsible for bringing the voice of the customer and employee to life, through the design, execution, and reporting of research results to drive strategic decision making within the company. Will primarily act as a subject matter expert with the Qualtrics Experience Management platform and help lead efforts to leverage new AI capabilities for insights with the goal of amplifying CX/EX throughout the company.

Primary Responsibilities:

• Partner with line of business owners to gather survey requirements, consult on technical capabilities, and manage the implementation of surveys in Qualtrics from start to finish, including reporting and analysis.

• Leverage Qualtrics APIs to connect with various systems for inbound and outbound data flows; automatically import and export data.

• Program surveys in Qualtrics including complex survey flows and embedded data.

• Create and manage an effective user management framework in Qualtrics Directory.

• Create best in class Qualtrics dashboards for various stakeholders.

• Program Qualtrics Text iQ text analytics models.

• Manage all other technical aspects in Qualtrics like user platform access, dashboard access, role assignments, etc.

• Lead efforts to implement and roll out new Qualtrics AI functionality to the business.

• Be the go-to contact for technical Qualtrics questions around Customer XM, Employee XM and TextIQ/Discover.

• Understand and analyze survey data and present findings to business partners through storytelling.

• Manage the development and production of high-complexity departmental reports and spreadsheets to include but not limited to project or product strategy analysis, historical reporting, workflow analysis, and financial analysis.

• Perform complex analysis and judgment-based work over a standard discipline or a range of disciplines to support business decisions.

• Perform highly complex data review, research, and/or reconciliation. Interpret results and present findings to influence strategic decisions within the department or division.

• Demonstrate a thorough and expert understanding of the business and its functions, processes and operations. Keep abreast of business and market trends that may affect the business/department.

• Act as lead for departmental system support, coordinating with internal business partners, vendors and technology to address issues for the department. Functional system expertise through Division up to the Bank.

• Provides coaching, direction and leadership to team members in order to achieve business results.

• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.

• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.

• 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.

• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.

• Promote an environment that supports diversity and reflects the M&T Bank brand.

• Complete other related duties as assigned.

Supervisory/Managerial Responsibilities:

• Responsible for supervising vendor relationships ensuing high-quality/timely delivery of data and adherence to the Bank’s Third Party Risk standards and due diligence

• Independently manages internal line of business partner relationships

Experience and Education Required:

• Bachelor's degree, or equivalent work experience

• 5 or more years of related business line experience

• Minimum of 1 year of leadership/supervisory experience

Experience and Education Preferred:

• Intermediate or above knowledge of Qualtrics Experience Management platform or other advanced SaaS survey platforms, analytics tools, or visualization programs (Tableau)

Working Model/ Location/ Anticipated Travel:

• This is a remote eligible position.

• Priority consideration will be given to applicants living within the M&T Bank footprint, ideally in one of our four main "hub" locations: Buffalo , NY; Bridgeport , CT; Baltimore , MD; or Wilmington , DE.

• However, we define our entire M&T Bank footprint as CT, DE, ME, MD, MA, NH, NJ, NY, PA, RI, VT, VA, or DC.

• Quarterly travel and time spent working in-office at an M&T Bank office location may be required at the discretion of your manager.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $85,104.04 - $141,840.07 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. The range listed above corresponds to our national pay range for this role. The specific pay range applicable to you may vary based on your location.

Location

Clanton, Alabama, United States of America

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.