As a Senior Service Designer, you will connect business strategy to user experience by aligning people, process, technology, and touchpoints across end-to-end experiences to drive efficiency, reduce risk, and improve customer and employee outcomes. In partnership with UX, Research, Product, Engineering, Operations, and Business teams, you will contribute to the design of recent and improved experiences — including identifying where AI can enhance or automate workflows and how AI-enabled processes fit within broader end-to-end service experiences. Through mapping and visualization tools, co-design workshops, strategic frameworks, and the organization's internal AI-powered design tools, your work will directly influence service and product strategy and position the Design & UX organization as a catalyst for transformation across the bank.

This role reports to the Head of Service Design within the Design & User Experience organization. The role will begin as an individual contributor; we welcome candidates who bring prior people management experience, or who are excited to grow into a people management capacity as the role evolves.

Responsibilities

- Design Leadership & Vision:
- Lead or partner on early-stage cross-functional initiatives, driving direction and ensuring Design & UX's influence and representation in governance and strategic decision making.
- Drive business impact by infusing service design tools, methods, and mindsets into design and product processes to increase clarity, efficacy, and quality of work on new and existing experiences.
- Act as a cultural ambassador of service design methods, tools, and mindsets within Design & UX and with stakeholders' teams; mentor and support the growth of other designers in the practice.




- Appropriately assess risk — including but not limited to AI-related considerations — and advocate for sound ethical judgement across service design practices.

- Service Transformation & Design Strategy:

- Scope end-to-end service design initiatives based on objectives and business, user, and stakeholder needs, identifying appropriate methods, activities, and artifacts.
- Plan, conduct, and synthesize qualitative stakeholder and end-user discovery research independently or in partnership with the Research team.
- Partner with Product, Process Re-engineering, and Operations to assess, identify, and prioritize in-journey, cross-journey, and cross-platform opportunities — including AI use cases, automations, and updates to processes, platforms, policies, or operating models — evaluating against end-to-end, end-user value rather than isolated steps, and shaping how AI-enabled steps connect to human touchpoints and handoffs.
- Drive and build buy-in for future-state strategies and identify high-level capabilities, requirements, roadmaps, and change-management elements needed to bridge vision to execution.
- Contribute to journey orchestration and journey-knowledge management across platforms and lines of business to understand the full end-to-end experience for clients and employees.

- Artifacts & Decisioning Tools:





- Design provocations and visual representations of insights, including journey, process, and ecosystem maps, service blueprints, infographics, and conceptual wireframes or prototypes — using a combination of traditional design tools and the firm's internal AI-enabled tools.
- Champion responsible use of the firm's internal AI tools, including Figma Make and Claude and Gemini models, within the service design practice to accelerate research synthesis, insight generation, concept development, and artifact creation.
- Translate and adapt artifacts across audiences and levels of elevation to support specific objectives, from informing UX execution to persuading senior leadership.

- Stakeholder Engagement:

- Cultivate stakeholder buy-in and influence complex decision making by diplomatically negotiating conflicting perspectives and priorities.
- Plan, coordinate, and facilitate in-person or digital co-design workshops
- Develop and deliver presentations for executive leadership and peers that clearly communicate insights, strategies, and results through tailored storytelling.

Qualifications

- 10–15 years of relevant experience in service design, process reengineering, design strategy, user experience, user research, innovation strategy, business transformation, or management consulting.
- Familiarity with core AI capabilities and practical experience translating them into workflow opportunities (e.g., document extraction, automated decisioning, maker-checker automation) and designing how AI agents coordinate and operate within end-to-end service experiences.
- Orientation toward systems-thinking problem solving, with the ability to

📌 Senior Service Designer (Mississauga)
🏢 Citi
📍 Mississauga