Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Citi

Location: New York, New York, United States

Job Type: Full time

Category: Digital Design Engineering / User Experience

Date Posted: 2026-08-26

Experience Level: 10+ years

Remote Status: Hybrid

🚀 Role Summary

• Lead the end-to-end user experience design process for complex, enterprise-scale digital products and systems within the financial services sector.

• Drive innovation and deliver best-in-class user experiences by conducting in-depth UX research, defining information architecture, and crafting detailed user journeys and personas.

• Collaborate extensively with product managers, technology partners, and business stakeholders to translate user needs and business requirements into intuitive, streamlined, and accessible digital solutions.

• Champion design standards, contribute to and leverage design systems, and ensure all digital products adhere to ADA/WCAG accessibility guidelines.

📝 Enhancement Note: While the title is "Service Designer," the description and responsibilities heavily lean towards a Senior UX Designer or UX Lead role, focusing on digital product design rather than a broader service design scope encompassing physical touchpoints or end-to-end service delivery. The role requires a strong command of digital design tools and methodologies, with a significant emphasis on enterprise-level application design within a regulated industry.

📈 Primary Responsibilities

• Spearhead user research initiatives, including planning and execution, to gather deep user insights and inform design decisions.

• Define and document information architecture (IA), user flows, user journeys, and create detailed user personas to represent target audiences.

• Collaborate with product sponsors and technology teams to clearly define project requirements and scope.

• Identify, define, and collaborate with technology partners to implement key metrics for decision-making and performance tracking.

• Brainstorm and co-create innovative solutions with cross-functional teams, including business analysts, product managers, and development teams.

• Conduct user testing and validation activities to refine and iterate on design concepts and solutions.

• Develop wireframes, interactive prototypes, and high-fidelity visual designs using industry-standard tools such as Sketch, Figma, AdobeXD, Axure, and InVision.

• Actively contribute to and maintain the organization's approved design system, ensuring consistency and scalability across digital products.

• Establish and promote best practices for UX research and design within the team and broader organization.

• Manage the handover of design specifications to development teams, providing comprehensive documentation and support.

• Conduct regular UX review checkpoints during development to ensure designs are implemented accurately and to spec.

• Proactively identify opportunities to enhance research and design processes, staying abreast of the latest industry trends, standards, and tools.

• Ensure all digital designs strictly comply with ADA/WCAG standards for accessibility.

• Manage project timelines, identify potential risks, and escalate issues as needed to ensure on-time delivery.

• Mentor and support junior designers, fostering their growth and identifying specialization opportunities.

• Provide constructive feedback and coaching to challenge substandard work and guide colleagues towards higher quality outcomes.

• Facilitate consensus-building and resolve conflicts among colleagues and stakeholders regarding technical or design decisions.

• Act as a thought leader for the broader UX community of practice, evangelizing the value of UX across the organization.

• Leverage internal and external networks to elevate the profile of UX at Citi.

• Assess business risks appropriately, demonstrating consideration for Citi's reputation, clients, and assets, by adhering to policies, ethical judgment, and transparent control issue management.

📝 Enhancement Note: The responsibilities highlight a senior-level individual contributor with significant leadership and mentorship expectations. The emphasis on risk assessment and compliance is critical for a role within a financial institution like Citi. The expectation to "Evangelize the value of UX" and "Use your network" points to a role that requires strong internal advocacy and relationship-building skills.

🎓 Skills & Qualifications

Education:

• Bachelor’s/University degree required.

• Master’s degree preferred.

• At least one formal UX Qualification is mandatory. Experience:

• 10+ years of relevant experience in User Experience design, with a focus on digital products and complex enterprise-scale projects.

• Proven experience in leading design initiatives from discovery through to development handover.

• Significant experience in using or creating comprehensive design systems.

• Demonstrated experience in coaching and mentoring junior designers. Required Skills:

• Expertise in UX research methodologies, including user interviews, usability testing, and persona development.

• Strong proficiency in defining Information Architecture (IA) and user journey mapping.

• Advanced skills in industry-standard design and prototyping tools: Sketch, Figma, AdobeXD, Axure, InVision.

• In-depth knowledge of design system principles and practical application.

• Comprehensive understanding of ADA/WCAG accessibility standards and their implementation in digital design.

• Excellent communication, presentation, and stakeholder management skills, with the ability to articulate design decisions clearly to diverse audiences.

• Strong analytical and problem-solving skills with a keen attention to detail.

• Ability to manage multiple projects simultaneously and meet tight deadlines.

• Experience in providing constructive feedback and coaching to team members. Preferred Skills:

• Keen interest in or prior knowledge of the banking or finance industry.

• HTML/CSS development skills for a deeper understanding of front-end implementation.

• Experience in Software Development or Program Management, providing a broader technical perspective.

• Active participation in external UX groups or communities, demonstrating engagement with the broader design industry.

📝 Enhancement Note: The requirement for a formal UX Qualification alongside a Bachelor's/Master's degree is a strong indicator of the company's emphasis on foundational UX knowledge and best practices. The "10+ years of relevant experience" combined with "complex, enterprise-scale design projects" suggests the need for a candidate who has navigated intricate organizational structures and large-scale digital transformations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 complex, enterprise-scale digital product design projects.

• Clearly articulate your role and specific contributions within each project, especially for team-based efforts.

• Demonstrate a strong understanding of the design process, from initial research and ideation through to final design and handover.

• Highlight your experience in defining user journeys, creating wireframes, and developing interactive prototypes.

• Evidence of creating or contributing to design systems, including examples of components and guidelines.

• Showcase a commitment to accessibility standards (ADA/WCAG) with examples of how you've integrated them into designs.

• Include case studies that detail problem statements, research findings, design rationale, user testing results, and final outcomes. Process Documentation:

• For each project, include a section detailing the UX research methodologies employed and key insights derived.

• Document the iterative design process, including how feedback was incorporated and design decisions were validated.

• Provide examples of handover documentation or collaboration with development teams to ensure accurate implementation.

• Illustrate how metrics were identified, tracked, or influenced design decisions and outcomes.

• Showcase examples of how you contributed to or improved design standards and best practices.

📝 Enhancement Note: A robust portfolio is crucial for this role. Candidates should focus on demonstrating their ability to handle complex projects within a large organization, showcasing their strategic thinking, problem-solving skills, and end-to-end design process. Quantifiable results and clear articulation of impact are highly valued.

💵 Compensation & Benefits

Salary Range: $192,000 - $288,000 annually.

Benefits:

• Comprehensive medical, dental, and vision coverage.

• 401(k) retirement savings plan.

• Life, accident, and disability insurance.

• Wellness programs designed to support employee health and well-being.

• Generous paid time off (PTO) package, including planned vacation and unplanned sick leave.

• Paid company holidays.

• Potential for discretionary and formulaic incentive and retention awards, depending on eligibility and job level. Working Hours:

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

• While the role is hybrid, specific in-office days and flexibility will be determined by team and management.

📝 Enhancement Note: The provided salary range is substantial, reflecting the senior level (10+ years experience) and the critical nature of the role within a major financial institution. The benefits package is comprehensive and typical for large corporations, offering strong support for employee well-being and financial security. The mention of "discretionary and formulaic incentive and retention awards" suggests potential for bonuses or other performance-based compensation.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Banking. Citi operates within a highly regulated and dynamic global financial market, demanding a strong focus on security, compliance, data integrity, and customer trust. This context shapes the UX design approach, requiring a balance between innovation, user-friendliness, and stringent security protocols.

Company Size: Citi is a global financial institution with a vast employee base, indicating a large, complex organizational structure. This means operations professionals will likely engage with numerous departments, navigate established processes, and work within a matrixed reporting environment.

Founded: Founded in 1812, Citi has a long and rich history, evolving through numerous economic cycles and technological advancements. This legacy suggests a company with established traditions, deep expertise, and a commitment to long-term stability, alongside ongoing efforts to modernize and adapt to current market demands.

Team Structure:

• The UX Design Group is part of the broader Technology organization, specifically within "Digital Design Engineering." This indicates a close partnership with Product and Technology teams.

• The role is described as a "User Experience Sr. Lead Analyst" and "thought leader," implying a senior individual contributor role with potential for informal leadership and mentorship.

• Collaboration is expected to be cross-functional, involving users, clients, product sponsors, business analysts, product managers, and development teams. Methodology:

• Data-Driven Design: Emphasis on identifying and using metrics to support decision-making and guide technology partners.

• User-Centricity: Strong focus on understanding client needs through research, designing streamlined, intuitive, and easy-to-use products.

• Iterative Design: Involvement in discovery, definition, ideation, design, prototyping, and ongoing support to development, indicating a cyclical and adaptive process.

• Design Systems: Active contribution to and utilization of a design system for consistency and efficiency.

• Accessibility Focus: Strict adherence to ADA/WCAG standards as a core part of the design practice.

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

📝 Enhancement Note: The context of Citi as a global financial institution is paramount. Operations professionals in this environment must be acutely aware of compliance, security, and the need for robust, scalable solutions. The "thought leader" aspect of the role suggests an expectation to influence and guide others, even without direct managerial authority.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a senior individual contributor level (Sr. Lead Analyst / Principal Role). It demands deep expertise and the ability to operate autonomously, drive complex projects, and provide strategic guidance. The focus is on impactful design contributions and thought leadership rather than people management, though mentorship is a key component.

Reporting Structure: While specific reporting lines aren't detailed, the role sits within the "Digital Design Engineering" group under "Technology." It will likely report to a UX Design Manager or Director, with direct collaboration across product and technology leadership. The emphasis on "thought leadership" and "evangelizing UX" suggests influencing peers and stakeholders beyond immediate reporting lines.

Operations Impact: The primary impact of this role is on the user experience and usability of Citi's digital products. This directly influences client satisfaction, operational efficiency (through intuitive interfaces), adoption rates, and ultimately, the firm's reputation and competitive standing in the digital financial services space. By ensuring streamlined, intuitive, and accessible designs, the role contributes to client retention and acquisition, and can reduce support costs by minimizing user confusion.

Growth Opportunities:

• Leadership Development: Opportunities to lead significant design initiatives, mentor junior designers, and influence UX strategy across the organization.

• Specialization: Potential to deepen expertise in specific areas of UX design, such as complex financial product interfaces, accessibility, or design system governance.

• Cross-Functional Exposure: Broaden understanding of product management, technology development, and business strategy within the financial services sector.

• Industry Influence: Contribute to external UX communities, enhancing personal and organizational brand.

• Advancement: Potential career progression to UX Manager, Director, or Principal UX Architect roles, depending on leadership capabilities and organizational needs.

📝 Enhancement Note: The "Sr. Lead Analyst" title implies a high level of technical and strategic contribution. Growth here is less about managing a large team and more about expanding influence, strategic impact, and subject matter expertise within the organization and potentially the industry.

🌐 Work Environment

Office Type: Hybrid work model. This indicates a blend of remote work and in-office presence. The exact balance will likely be determined by team needs, project phases, and management discretion.

Office Location(s): Primary location is 388 Greenwich Street, Tower, New York, New York. This is a major corporate office for Citi, suggesting a professional and well-equipped workspace.

Workspace Context:

• Collaborative Environment: The role requires close collaboration with various teams (Product, Technology, Business Analysts), suggesting an environment that facilitates teamwork through meetings, workshops, and shared digital workspaces.

• Tools and Technology: Access to industry-standard design tools (Sketch, Figma, AdobeXD, Axure, InVision) and potentially advanced prototyping and research platforms. The organization likely invests in robust IT infrastructure to support these tools.

• Team Interaction: Opportunities for regular interaction with UX peers, product managers, developers, and stakeholders, fostering knowledge sharing and problem-solving. The emphasis on mentoring junior members also points to a supportive team dynamic.

Work Schedule: A standard 40-hour work week is expected, typical for full-time roles. However, given the nature of enterprise-scale projects and financial services, there may be periods requiring extended hours to meet critical deadlines or address urgent issues. Flexibility may be offered, but responsiveness is key.

📝 Enhancement Note: The hybrid nature of the role suggests a need for strong self-management and communication skills. Employees are expected to be productive both remotely and in the office, contributing to team cohesion and project momentum regardless of location. The New York City location implies a fast-paced, professional environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Recruiter review of resume and application to assess basic qualifications, experience level, and alignment with core requirements.

• Hiring Manager/Team Interview: A deeper dive into experience, technical skills, and cultural fit. This may involve behavioral questions and scenario-based questions related to UX challenges.

• Portfolio Presentation: A critical stage where candidates present their work. Expect to walk through 2-3 key projects, explaining your process, rationale, challenges, and outcomes. Focus on impact and your specific contributions.

• Skills Assessment/Case Study: Potentially a design challenge or case study exercise to evaluate problem-solving skills, design thinking, and proficiency with design tools. This could be a take-home assignment or an in-person/virtual exercise.

• Stakeholder/Cross-Functional Interviews: Interviews with product managers, technology leads, or other stakeholders to assess collaboration skills and ability to work within a complex organizational structure.

• Final Round: May involve senior leadership or a final confirmation with the hiring manager.

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate your skills in enterprise-scale design, complex problem-solving, and cross-functional collaboration. Highlight work relevant to financial services if possible.

• Structure Your Narrative: For each project, clearly define the problem, your role, the process followed, key decisions made, challenges encountered, and the measurable impact of your design. Use the STAR method (Situation, Task, Action, Result).

• Showcase Process, Not Just Polish: While polished final designs are important, emphasize your UX process, research insights, iteration, and how you arrived at the solution.

• Highlight Collaboration: Explicitly mention how you worked with product managers, developers, and other stakeholders.

• Quantify Impact: Wherever possible, include metrics that demonstrate the success of your designs (e.g., increased conversion rates, reduced support calls, improved task completion times, positive user feedback).

• Accessibility as Standard: Demonstrate how you integrated accessibility principles into your workflow and designs.

Challenge Preparation:

• Understand the Context: If given a case study, ensure you understand the business goals and user needs presented.

• Deconstruct the Problem: Break down the challenge into smaller, manageable parts.

• Articulate Your Approach: Clearly explain your thought process and the steps you would take to solve the problem, even if you don't complete the entire solution.

• Leverage UX Principles: Apply established UX methodologies and best practices.

• Consider Constraints: Acknowledge potential technical or business constraints and how they might influence your design.

• Practice Presentation: Rehearse presenting your solution concisely and confidently.

📝 Enhancement Note: The portfolio review is paramount. Candidates should prepare to articulate their design decisions with strong rationale, backed by research and user insights. The ability to demonstrate impact through metrics and explain how they navigated complex organizational dynamics will be key differentiators.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Sketch, Figma, AdobeXD, Axure, InVision (Proficiency in at least one, ideally multiple, is expected).

• Design Systems: Experience using and contributing to established design systems.

• Collaboration: Tools like Jira, Confluence, Slack, Microsoft Teams for project management and team communication.

Analytics & Reporting:

• Understanding of how to define and track key UX metrics.

• Familiarity with analytics platforms (e.g., Google Analytics, Adobe Analytics) is beneficial, though direct usage might be by dedicated analysts.

• Experience with A/B testing frameworks and interpretation of results. CRM & Automation:

• While not directly a CRM/Automation role, understanding how UX design impacts user journeys within CRM systems and automated workflows is valuable.

• Familiarity with how user data is managed and leveraged to personalize experiences.

📝 Enhancement Note: The explicit mention of specific design tools (Sketch, Figma, AdobeXD, Axure, InVision) is critical. Candidates must be able to demonstrate proficiency. The emphasis on design systems indicates the company values consistency and scalability in its digital product development.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and serving the needs of Citi's clients through intuitive and effective digital experiences.

• Excellence & Quality: Striving for high standards in design, research, and execution, with a focus on detail and usability.

• Collaboration & Partnership: Working effectively with product, technology, and business teams to achieve shared goals.

• Innovation: Continuously seeking new and improved ways to solve user problems and enhance digital offerings.

• Integrity & Compliance: Upholding the highest ethical standards and ensuring designs meet regulatory requirements, particularly regarding accessibility and data security.

• Continuous Improvement: A mindset of constantly seeking to refine processes, tools, and skills to deliver better outcomes.

Collaboration Style:

• Cross-Functional Integration: Expect to work closely with product managers, engineers, business analysts, and potentially marketing and compliance teams.

• Constructive Feedback Culture: Encouragement to provide and receive feedback openly to improve designs and processes.

• Data-Informed Decision Making: Collaboration is guided by user research, data analysis, and defined metrics.

• Knowledge Sharing: A culture that values sharing best practices, learnings, and insights across the UX community and wider organization.

📝 Enhancement Note: Citi's culture, as reflected in this role, emphasizes professionalism, rigor, and a strong sense of responsibility, fitting for a major financial institution. The balance between innovation and compliance is key, and collaboration is seen as essential for success.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Enterprise Complexity: Working within a large, established financial institution involves understanding complex hierarchies, legacy systems, and established processes, which can slow down innovation.

• Balancing Innovation with Compliance: Designing cutting-edge user experiences while adhering to strict financial regulations, security protocols, and accessibility standards.

• Cross-Functional Alignment: Gaining consensus and managing differing priorities among various stakeholders (product, technology, business, legal, compliance).

• Keeping Pace with Evolving Technology: Continuously adapting design practices and tools to leverage new technologies and user expectations in the digital landscape.

• Mentoring and Developing Talent: Effectively guiding and coaching junior designers while managing personal project responsibilities.

Learning & Development Opportunities:

• Deepening Financial Services UX Expertise: Gaining specialized knowledge in designing for banking, investment, and other financial products.

• Advanced Design System Contributions: Opportunity to shape and evolve Citi's enterprise-wide design system.

• Leadership Skill Development: Formal and informal opportunities to hone leadership, mentorship, and influence skills.

• Industry Conferences and Training: Access to professional development resources to stay current with UX trends, tools, and methodologies.

• Exposure to Enterprise Architecture: Understanding how UX fits into the broader technological landscape of a global bank.

📝 Enhancement Note: The challenges are typical for senior roles in large, regulated industries. The growth opportunities are substantial, focusing on specialized expertise, leadership, and strategic influence within a global organization.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex enterprise-scale digital product you designed. What were the biggest challenges, and how did you overcome them?" (Focus on your process, problem-solving, and impact.)

• "How do you ensure your designs are accessible to all users, including those with disabilities? Can you provide an example of how you've applied WCAG/ADA guidelines?" (Demonstrate your understanding and practical application.)

• "How do you approach defining user journeys and personas for a new product or feature?" (Showcase your research and analytical skills.)

• "Tell me about your experience with design systems. How have you contributed to or utilized them in past projects?" (Highlight your understanding of consistency and scalability.)

• "How do you collaborate with product managers and engineers? Describe a situation where you had to influence stakeholders with differing opinions." (Assess your teamwork and communication skills.)

• "How do you define and measure the success of your designs? What metrics do you typically track?" (Focus on data-driven decision-making and impact.) Company & Culture Questions:

• "Why are you interested in working for Citi, specifically within our UX team?" (Research Citi's mission, values, and recent digital initiatives.)

• "How do you stay updated on the latest trends in UX design and financial technology?" (Showcase your passion for continuous learning.)

• "Describe a time you received critical feedback on your design. How did you handle it?" (Assess your receptiveness to feedback and growth mindset.)

• "How would you approach mentoring a junior designer on your team?" (Demonstrate your leadership and coaching abilities.) Portfolio Presentation Strategy:

• Structure is Key: Have a clear, logical flow for each case study (Problem -> Your Role -> Process -> Solution -> Impact).

• Tell a Story: Engage your audience by framing your projects as narratives with clear stakes and resolutions.

• Focus on "Why": Explain the rationale behind your design decisions, linking them back to user needs and business objectives.

• Be Specific: Use concrete examples and avoid vague statements. Quantify results whenever possible.

• Highlight Your Contribution: Clearly articulate what you did, especially in team projects.

• Be Prepared for Deep Dives: Anticipate detailed questions about your process, tools, and decision-making.

• Showcase Adaptability: Demonstrate how you handled challenges, iterations, and feedback.

• Practice Your Delivery: Rehearse your presentation to ensure clarity, conciseness, and confidence.

📝 Enhancement Note: Interviews for senior UX roles at companies like Citi will be rigorous. Expect to defend your design decisions with data and user research, articulate your process clearly, and demonstrate your ability to navigate complex organizational dynamics. Your portfolio is your primary tool for showcasing your expertise.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided Workday job portal link.

• Portfolio Customization: Curate your portfolio to prominently feature 2-3 enterprise-scale digital product design projects that best align with the responsibilities and qualifications outlined. Emphasize your role, process, and the impact of your work, especially if you have experience in financial services or complex B2B/B2C platforms.

• Resume Optimization: Tailor your resume to highlight your 10+ years of experience, proficiency in required design tools (Sketch, Figma, Axure, etc.), experience with design systems, and any background in finance or large-scale enterprise projects. Use keywords from the job description naturally.

• Interview Preparation: Practice articulating your UX process, design rationale, and project outcomes clearly and concisely. Prepare specific examples for behavioral questions related to collaboration, problem-solving, and mentorship. Rehearse your portfolio presentation.

• Company Research: Thoroughly research Citi's digital presence, recent initiatives, and stated values. Understand the context of financial services UX and the importance of security, compliance, and accessibility within the industry.

⚠️ 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.