Shape end-to-end service strategy through systems thinking and AI-enabled workflow design as a Senior Service Designer in Citi’s full-time Technology organization.
Reporting to the Head of Service Design, you will connect business strategy with user experience across people, processes, technology, and touchpoints. Partner with UX, Research, Product, Engineering, Operations, and Business teams to improve complex experiences. The role begins as an individual contributor, with people-management growth possible as it evolves.
Key Responsibilities: Lead cross-functional initiatives and represent Design and UX in governance
Scope service design initiatives around business and user needs
Map journeys, processes, ecosystems, and service blueprints
Identify AI use cases, automations, and workflow opportunities




Facilitate workshops and communicate strategies to executive leadership
Requirements: 10–15 years of relevant service design or related experience
Practical knowledge translating AI capabilities into workflow opportunities
Systems-thinking ability across business and systems architecture
Experience with Figma, FigJam, and cooperative design tools
Bachelor’s degree or equivalent experience; master’s degree preferred
Apply service design leadership, AI workflow expertise, and systems thinking to influence Citi’s complex customer and employee experiences.

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📌 Senior Service Design Strategist (Ontario)
🏢 Citi
📍 Ontario