Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Citi

Location: Mississauga, Ontario, Canada

Job Type: Full time

Category: Operations Strategy & Design

Date Posted: November 5, 2026

Experience Level: 10+ years

Remote Status: Hybrid

🚀 Role Summary

• Lead the design and strategic vision for end-to-end customer and employee experiences, aligning business objectives with user needs through integrated service design methodologies.

• Drive business impact by embedding service design tools, methods, and mindsets into product development processes, enhancing efficiency, reducing risk, and improving outcomes.

• Champion the responsible integration of AI-enabled processes and tools within service design workflows, from research synthesis to artifact creation, ensuring ethical considerations are paramount.

• Act as a key facilitator and influencer in cross-functional initiatives, collaborating with Product, Engineering, Operations, and Business teams to shape strategic decision-making and drive transformation.

📝 Enhancement Note: This role is positioned as a Senior Service Designer within Citi's Design & UX organization, reporting to the Head of Service Design. The description emphasizes a hybrid work arrangement and a strong focus on integrating AI into service design processes. The role begins as an individual contributor with potential for future people management. The "Technology" job family group and "Digital Design Engineering" job family suggest a blend of strategic design and technical application within the financial services context.

📈 Primary Responsibilities

• Design Leadership & Vision: Spearhead early-stage, cross-functional initiatives, ensuring Design & UX is represented in strategic decision-making and governance. Infuse service design principles to elevate the clarity, efficacy, and quality of new and existing experiences.

• Service Transformation & Design Strategy: Scope and lead end-to-end service design initiatives, identifying appropriate methods and artifacts to address business, user, and stakeholder needs. Partner with Product, Process Re-engineering, and Operations to identify and prioritize opportunities for improvement, including AI use cases and process/policy updates.

• AI Integration & Workflow Enhancement: Design how AI-enabled steps integrate seamlessly with human touchpoints and handoffs. Utilize and champion the use of AI-powered design tools (e.g., Figma Make, Claude, Gemini) for accelerated research synthesis, insight generation, concept development, and artifact creation.

• Artifacts & Decisioning Tools: Create compelling visual representations of insights, including journey maps, process maps, ecosystem maps, service blueprints, and conceptual prototypes, leveraging both traditional and AI-enabled tools. Translate and adapt these artifacts for diverse audiences, from UX execution teams to senior leadership.

• Stakeholder Engagement & Co-creation: Cultivate strong stakeholder buy-in, diplomatically negotiate competing priorities, and facilitate in-person or digital co-design workshops to foster collaborative problem-solving. Deliver impactful presentations to executive leadership communicating insights, strategies, and results.

• Risk Assessment & Ethical Design: Appropriately assess and mitigate risks, particularly those related to AI implementation, and advocate for sound ethical judgment throughout the service design practice.

📝 Enhancement Note: The responsibilities highlight a strategic, leadership-oriented role that bridges design thinking with operational execution. A significant aspect is the proactive integration and responsible application of AI within service design, emphasizing its role in enhancing efficiency and user outcomes within a regulated financial services environment.

🎓 Skills & Qualifications

Education:

• Bachelor's/University degree or equivalent experience.

• Master's degree is considered a plus. Experience:

• 10–15 years of relevant experience in service design, process re-engineering, design strategy, user experience (UX), user research, innovation strategy, business transformation, or management consulting.

• Demonstrated experience leading enterprise product service design or experience strategy.

• Proven track record in process re-engineering or operations design for legacy businesses.

• Experience in driving organizational design or change management within digital transformation, cultural shifts, or enterprise learning programs.

• Experience scaling and operationalizing design thinking, design strategy, or design research practices within large organizations. Required Skills:

• Systems Thinking: Strong orientation towards systems-thinking problem-solving; ability to understand, illustrate, and communicate complex business and systems architecture.

• AI Integration: Familiarity with core AI capabilities and practical experience translating them into workflow opportunities (e.g., document extraction, automated decisioning, maker-checker automation) and designing AI agent coordination within end-to-end service experiences.

• Cross-Functional Collaboration: Proven experience partnering effectively with UX, Research, Product, Process Re-engineering, Operations, Engineering, and Business teams to design complex software solutions amidst ambiguity and shifting priorities.

• Leadership & Influence: Demonstrated ability to lead, prioritize effectively, communicate compellingly, and influence cross-functional teams.

• Program/Project Management: Excellent program or project management skills to drive initiatives from conception to execution.

• Design Tools Proficiency: Experience using digital collaborative whiteboards (e.g., FigJam), graphic/interface design tools (e.g., Figma), and research/insight platforms. Willingness to use Microsoft Office suite.

• AI Tools for Design: Familiarity and willingness to use AI tools to accelerate service design workflows, including research synthesis, insight generation, concept development, and rapid artifact creation (e.g., journey maps, service blueprints, scenario visualizations).

Preferred Skills:

• Experience within the financial services industry or other regulated environments.

• Experience using specific AI tools such as Claude and Gemini models.

📝 Enhancement Note: The qualifications emphasize a blend of strategic design leadership, deep understanding of operational processes, and practical experience with AI technologies. The requirement for 10-15 years of experience indicates a senior-level role, suggesting a need for seasoned professionals capable of independent work and strategic influence. The preferred skills point towards candidates who can hit the ground running within a complex financial institution.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase a minimum of 3-5 robust case studies demonstrating end-to-end service design projects, highlighting problem definition, research, ideation, prototyping, implementation, and measurable outcomes.

• Process Optimization Examples: Include specific examples of how you have analyzed, redesigned, and optimized complex operational processes, demonstrating quantifiable improvements in efficiency, cost reduction, risk mitigation, or customer/employee satisfaction.

• AI Integration Demonstrations: Present examples of how AI capabilities were integrated into service workflows, detailing the specific AI tools used, the design challenges addressed, and the resulting impact on service delivery.

• Strategic Frameworks: Illustrate your ability to develop and apply strategic frameworks, journey maps, service blueprints, and ecosystem maps to visualize complex service landscapes and inform strategic decision-making.

• Stakeholder Management Evidence: Provide evidence of influencing stakeholders and driving buy-in for design strategies, ideally through project examples that involved complex negotiations or diverse perspectives.

Process Documentation:

• Workflow Design & Optimization: Document your approach to mapping current-state workflows, identifying pain points, and designing future-state processes that leverage service design principles and technology, including AI.

• Implementation & Automation: Detail your experience in translating design strategies into actionable implementation plans, including collaboration with engineering, product, and operations teams for successful deployment and automation.

• Measurement & Performance Analysis: Demonstrate how you measure the success of implemented service designs, defining key performance indicators (KPIs), establishing baseline metrics, and analyzing post-implementation performance to iterate and improve.

📝 Enhancement Note: For a Senior Service Designer role, the portfolio is critical. It needs to go beyond visual design and showcase strategic thinking, process improvement capabilities, and a strong understanding of operational impact, especially concerning AI integration within a regulated environment. The emphasis should be on demonstrating measurable business value and the ability to navigate complex organizational structures.

💵 Compensation & Benefits

Salary Range: $145,100.00 - $217,700.00 CAD per year

Hourly Rate: $74.41 - $111.64 CAD per hour

Benefits:

• Comprehensive Health Coverage: Includes medical, dental, and vision insurance plans designed to support employee well-being.

• Retirement Savings Plan: Citi offers a robust retirement savings plan, likely a 401(k) equivalent in Canada, with potential company matching contributions to help employees build long-term financial security.

• Paid Time Off: Generous vacation days, personal days, and paid holidays to promote work-life balance and employee rejuvenation.

• Professional Development Support: Opportunities for continuous learning through training programs, workshops, certifications, and potential tuition reimbursement, encouraging growth in areas like AI and advanced service design.

• Employee Assistance Program (EAP): Confidential counseling and support services for employees facing personal or work-related challenges.

• Potential for Performance Bonuses: Discretionary bonuses tied to individual and company performance, rewarding contributions to strategic goals and financial success.

Working Hours:

• Standard full-time position, typically 40 hours per week.

• The role is described as hybrid, implying a balance between remote work and in-office presence, allowing for flexibility in managing work schedules and project demands.

📝 Enhancement Note: The provided salary range is competitive for a senior-level design and strategy role in a major financial institution in the Greater Toronto Area. The benefits package is expected to be comprehensive, typical of large corporations like Citi, focusing on health, financial security, and professional growth. The hybrid work arrangement offers flexibility, which is a key consideration for operations and design professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking & Investment)

Company Size: Citi is a global financial institution with a significant employee base, operating in over 160 countries and jurisdictions, employing well over 200,000 people. This large scale implies a structured environment with established processes but also ample opportunities for impact.

Founded: 1812, with a long history and deep roots in global finance, suggesting a culture that values stability, trust, and evolution.

Team Structure:

• Design & UX Organization: This role sits within a dedicated Design & User Experience organization, indicating a strong commitment to user-centricity. The team likely comprises UX designers, researchers, service designers, and potentially content strategists.

• Reporting: Reports to the Head of Service Design, placing it within a specialized design leadership structure.

• Cross-Functional Partnerships: The Senior Service Designer will work extensively with Product Management, Engineering, Operations, Process Re-engineering, and Business teams, highlighting a highly collaborative and integrated approach to product and service development.

Methodology:

• Service Design Excellence: Employs a range of service design tools and methods (journey mapping, service blueprints, co-design workshops) to understand and improve end-to-end experiences.

• AI-Augmented Design: Actively leverages AI-powered tools for research synthesis, insight generation, and artifact creation, aiming to accelerate design processes and enhance decision-making.

• Systems Thinking & Transformation: Focuses on holistic, systems-level problem-solving to drive business transformation, improve operational efficiency, and reduce risk, particularly in a regulated environment.

Company Website: https://www.citigroup.com/

📝 Enhancement Note: Citi's established presence in the financial services industry means this role operates within a complex, regulated landscape. The emphasis on Design & UX as a catalyst for transformation, coupled with the integration of AI, suggests a forward-thinking approach within a historically stable industry. Collaboration across diverse functions is key to success.

📈 Career & Growth Analysis

Operations Career Level: This role is designated as "Senior," indicating a professional with substantial experience (10-15 years) capable of leading complex initiatives, influencing strategy, and mentoring others. It represents a significant step towards design leadership within the operations and experience design space.

Reporting Structure: The role reports directly to the Head of Service Design. This direct line offers visibility to senior leadership and opportunities to influence departmental strategy. As an individual contributor initially, the focus is on high-impact project work and thought leadership. The potential for future people management suggests a clear path for career progression into leadership roles.

Operations Impact: The Senior Service Designer's work directly influences business strategy, customer and employee outcomes, efficiency, and risk reduction. By improving end-to-end experiences and integrating AI-driven processes, the role contributes significantly to Citi's operational effectiveness, competitive positioning, and digital transformation efforts. The ability to connect business strategy to user experience ensures that operational improvements are aligned with overarching company goals.

Growth Opportunities:

• Leadership Progression: A clear pathway exists to transition from an individual contributor role to people management, overseeing a team of service designers or UX professionals.

• Specialization in AI Design: Deepen expertise in designing AI-enabled services and processes, becoming a go-to authority within Citi on this rapidly evolving field.

• Strategic Influence: Expand influence across business units, contributing to high-level strategic planning and organizational design initiatives.

• Cross-Disciplinary Skill Development: Gain deeper insights into financial services operations, product development, and engineering through extensive collaboration.

• Mentorship: Opportunity to mentor junior designers, fostering talent and shaping the future of service design practice within Citi.

📝 Enhancement Note: This role offers substantial growth potential for experienced design professionals. The combination of strategic impact, potential leadership opportunities, and the cutting-edge focus on AI integration makes it an attractive position for those looking to advance their careers in operations-focused design within a major financial institution.

🌐 Work Environment

Office Type: The role is designated as "Hybrid," meaning it will involve a combination of remote work and in-office presence. This suggests a modern approach to work, balancing flexibility with the need for in-person collaboration.

Office Location(s): Mississauga, Ontario, Canada. Specific office details and accessibility information would typically be provided during the interview process.

Workspace Context:

• Collaborative Hub: The office environment is likely designed to foster collaboration, with spaces for co-design workshops, team meetings, and brainstorming sessions, essential for service design activities.

• Technology-Enabled: Access to advanced design tools, including industry-standard software and Citi's internal AI-powered platforms, will be crucial for the role.

• Cross-Functional Interaction: The workspace will facilitate regular interaction with diverse teams (Product, Engineering, Operations, Business), promoting a holistic approach to problem-solving and an understanding of different functional perspectives.

Work Schedule:

• Typically 40 hours per week, aligned with full-time employment.

• The hybrid model offers flexibility, allowing professionals to manage their schedules effectively, balancing project deadlines with personal commitments. This flexibility is often beneficial for deep work required in design and analysis.

📝 Enhancement Note: The hybrid work environment at Citi's Mississauga location is designed to support the collaborative and dynamic nature of service design. It balances the benefits of remote flexibility with the advantages of in-person interaction for strategic planning and team cohesion, particularly important for complex projects involving AI integration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess alignment with the required experience and skills, with a particular focus on service design, AI integration, and operational impact.

• Hiring Manager Interview: A discussion focused on your background, experience, and understanding of service design principles, AI applications, and strategic thinking. You'll likely be asked about your approach to complex problems and cross-functional collaboration.

• Design Challenge/Portfolio Presentation: A key stage where you will present selected case studies from your portfolio, detailing your process, strategic approach, the impact of your work, and your experience with AI and operational improvements. Be prepared to discuss your methodology, decision-making, and results.

• Cross-Functional Team Interviews: Meetings with key stakeholders from Product, Engineering, and Operations to assess your ability to collaborate, communicate effectively, and integrate design thinking into their workflows.

• Final Interview: Potentially with senior leadership (e.g., Head of Service Design or a Design Director) to discuss your vision, leadership potential, and cultural fit within Citi.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 strong case studies that best represent your expertise in service design, process optimization, and AI integration. Ensure each case study clearly articulates the problem, your role, your methodology, the challenges faced, your solutions, and quantifiable outcomes.

• Highlight Operational Impact: For each case study, emphasize how your design work led to tangible improvements in efficiency, risk reduction, customer/employee experience, or business strategy alignment. Quantify results whenever possible.

• Showcase AI Integration: Clearly detail instances where you incorporated AI tools or designed AI-enabled processes. Explain the rationale, the challenges of integration, and the benefits achieved.

• Demonstrate Systems Thinking: Use diagrams (journey maps, service blueprints, ecosystem maps) to visually communicate your understanding of complex systems and how your design interventions impact the whole.

• Tell a Compelling Story: Structure your presentations to tell a clear, concise, and engaging story about your work, focusing on the "why," "how," and "what was the impact." Tailor your narrative to the specific requirements of the Senior Service Designer role at Citi.

Challenge Preparation:

• Anticipate AI-Related Scenarios: Be ready to discuss hypothetical scenarios involving the integration of new AI technologies into existing financial service processes. Consider ethical implications, user adoption challenges, and operational risks.

• Practice Presentation Skills: Rehearse your portfolio presentation thoroughly. Focus on clear articulation, confident delivery, and the ability to answer detailed questions about your process and decisions.

• Understand Citi's Context: Research Citi's current business objectives, digital transformation initiatives, and any public information regarding their use of AI or focus on customer/employee experience. This will help you tailor your responses and demonstrate genuine interest.

📝 Enhancement Note: The interview process for a senior role at a company like Citi will be rigorous. A strong, well-documented portfolio that clearly articulates impact, especially concerning AI and operational improvements, is paramount. Candidates should be prepared to discuss their strategic thinking and leadership capabilities in depth.

🛠 Tools & Technology Stack

Primary Tools:

• Figma/FigJam: Essential for collaborative design, wireframing, prototyping, and workshop facilitation. Proficiency is explicitly required.

• AI-Powered Design Tools: Familiarity and practical experience with internal Citi AI tools (e.g., Figma Make, Claude, Gemini models) for research synthesis, insight generation, concept development, and artifact creation.

• Process Mapping Software: Tools like Lucidchart, Miro, or Visio for creating journey maps, service blueprints, process flows, and ecosystem maps. Miro is often used for collaborative whiteboarding.

• Microsoft Office Suite: Standard productivity tools including Word, Excel, and PowerPoint for documentation, data analysis, and presentations.

Analytics & Reporting:

• Data Visualization Tools: Experience with tools like Tableau, Power BI, or Looker (though not explicitly mentioned, common in large enterprises) for analyzing user data and presenting insights.

• Research & Insight Platforms: Familiarity with platforms used for synthesizing qualitative research, managing insights, and building knowledge repositories.

CRM & Automation:

• CRM Systems: While not a direct CRM administration role, understanding how service design impacts CRM data and workflows (e.g., Salesforce, Microsoft Dynamics) is beneficial.

• Workflow Automation Concepts: Understanding principles of workflow automation and how they can be applied through service design, especially concerning AI-enabled processes.

📝 Enhancement Note: The technology stack emphasizes a blend of industry-standard design tools (Figma) and proprietary AI tools. Proficiency in collaborative digital whiteboarding tools and an understanding of how service design integrates with broader enterprise systems (like CRM and automation platforms) are key. The role requires adaptability to Citi's specific internal toolset.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A core value driving the focus on improving customer and employee outcomes through thoughtful service design.

• Efficiency & Effectiveness: Emphasis on driving operational efficiency, reducing risk, and ensuring the efficacy of processes and experiences, often through automation and AI.

• Innovation & Transformation: A culture that encourages exploring new technologies like AI and applying design thinking to drive business transformation and modernize services.

• Collaboration & Partnership: Strong belief in working across teams (Product, Engineering, Operations, Business) to achieve shared goals and deliver integrated solutions.

• Ethical Responsibility: A commitment to responsible AI use, risk assessment, and sound ethical judgment in design and implementation.

Collaboration Style:

• Partnership-Driven: The role requires proactive engagement and close collaboration with various functional teams, acting as a bridge between strategy, design, and execution.

• Workshop Facilitation: A collaborative approach to co-design workshops, bringing diverse perspectives together to generate solutions and build consensus.

• Transparent Communication: Emphasis on clear, compelling communication of insights, strategies, and results to stakeholders at all levels, fostering understanding and buy-in.

• Continuous Improvement: An iterative approach to design and process, encouraging feedback loops and ongoing refinement based on performance data and user insights.

📝 Enhancement Note: Citi's culture likely balances a strong adherence to financial industry standards with an increasing drive for innovation and digital transformation. The Service Design team plays a crucial role in fostering a user-centric mindset and promoting collaborative problem-solving, particularly as AI becomes more integrated into their operations.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complexity: Operating within a large, established financial institution involves navigating complex organizational structures, legacy systems, and stringent regulatory requirements.

• Integrating AI Responsibly: Designing and implementing AI-enabled processes requires careful consideration of ethical implications, data privacy, bias mitigation, and user trust, especially in a regulated industry.

• Driving Organizational Change: Influencing stakeholders and driving adoption of new service design methodologies and AI-driven workflows across diverse teams can be challenging.

• Balancing Strategic Vision with Execution: Translating high-level strategic visions into actionable design and implementation plans requires strong project management and cross-functional alignment.

• Measuring Impact: Quantifying the impact of service design initiatives, particularly those involving AI and complex process changes, requires robust data collection and analytical skills.

Learning & Development Opportunities:

• AI in Finance Specialization: Deepen expertise in applying AI and machine learning to financial services, understanding specific use cases and operational implications.

• Advanced Service Design Techniques: Explore cutting-edge service design methodologies and tools, potentially including generative AI for ideation and synthesis.

• Leadership and Management Skills: Develop people management capabilities if the role evolves to include team leadership.

• Industry Best Practices: Stay abreast of evolving trends in UX, service design, AI ethics, and financial technology through conferences, training, and internal knowledge sharing.

• Cross-Functional Expertise: Gain a comprehensive understanding of various banking operations, product development lifecycles, and technology stacks within Citi.

📝 Enhancement Note: This role presents significant opportunities for professional growth by tackling complex challenges at the intersection of design, operations, and emerging AI technologies within a leading financial services company. The emphasis on responsible AI integration is a key area for skill development.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex end-to-end service you've designed or significantly improved. What was your strategic approach, how did you integrate AI or automation, and what was the measurable business impact?" (Focus on process mapping, AI integration, and quantified results.)

• "How do you balance the needs of different stakeholders (e.g., business, product, operations, compliance) when designing a new service or optimizing an existing one?" (Highlight your negotiation, communication, and systems-thinking skills.)

• "Imagine we want to automate customer onboarding using AI. What steps would you take as a Senior Service Designer to ensure a seamless, secure, and positive experience for both customers and internal operations teams?" (Prepare to discuss research, AI tool selection, workflow design, risk assessment, and change management.) Company & Culture Questions:

• "What do you know about Citi's approach to digital transformation and the role of Design & UX within the organization?" (Research Citi's recent initiatives, technology investments, and stated values.)

• "How would you foster a culture of service design thinking and responsible AI adoption within a large, established financial institution?" (Discuss your approach to evangelizing design principles and ethical AI.)

• "Describe a time you had to influence senior leadership to adopt a new strategic direction or design approach. What was your strategy and the outcome?" (Prepare a concise example demonstrating your influence and persuasive communication.) Portfolio Presentation Strategy:

• Structure for Impact: For each case study, follow a clear narrative: Problem/Opportunity -> Your Role & Approach -> Key Insights & AI Integration -> Solution/Design -> Outcomes & Learnings.

• Quantify Everything Possible: Present metrics clearly. Use phrases like "reduced processing time by X%", "increased customer satisfaction by Y points," "mitigated Z operational risk."

• Visualize Complexity: Use well-designed journey maps, service blueprints, and system diagrams to illustrate complex processes and your design interventions. Explain your diagrams concisely.

• Address AI Specifically: Be prepared to deep-dive into the AI aspects of your projects. Explain the AI tools used, the design considerations for human-AI interaction, and any ethical or operational challenges encountered.

• Showcase Collaboration: Highlight how you partnered with Product, Engineering, and Operations. Mention specific contributions and how you aligned diverse perspectives.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, a deep understanding of service design principles, practical experience with AI integration, and the ability to drive operational improvements within a complex, regulated environment. A strong portfolio presentation is crucial for showcasing these capabilities.

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📌 Application Steps

To apply for this Senior Service Designer position:

• Submit Your Application: Complete the online application form via the provided Workday link.

• Curate Your Portfolio: Select your strongest case studies that showcase end-to-end service design, AI integration, process optimization, and measurable business impact. Ensure your portfolio is easily accessible (e.g., a dedicated website or a well-organized PDF).

• Tailor Your Resume: Update your resume to highlight keywords and experiences directly relevant to the job description, such as "service design," "AI integration," "process re-engineering," "systems thinking," "stakeholder management," "Figma," and "financial services." Quantify achievements wherever possible.

• Prepare Your Presentation: Rehearse your portfolio presentation thoroughly, focusing on clear storytelling, concise explanations of your process, and quantifiable results. Be ready to discuss your strategic thinking and approach to AI-driven service design.

• Research Citi: Understand Citi's business, its position in the financial services industry, and its strategic priorities, particularly concerning digital transformation and AI adoption. This will help you tailor your responses and demonstrate genuine interest during interviews.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.