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Added 17 mins ago
Principal Analog Mixed Signal Designer - 19497
Synopsys
Mississauga, ON
Added 17 mins ago
AI
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Vancouver, BC
- Full-time
Provide technical leadership for migrations, modernization, legacy component remediation, InfoPath/SharePoint Designer replacement, workflow conversion and Power Platform monitoring.
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Senior Content Designer
BMO
Toronto, ON · BMOPLACE
- Full-time
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Added 48 mins ago
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Sr. UX Writer / Content Designer
Alquemy Search & Consulting
Vancouver, BC
- $55 to $58 CAD / hour
- Contract
7+ years' experience as a UX writer, content designer with a focus on B2B content
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AfterShip
Toronto, ON
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Technical Lead - SharePoint Online, Power Platform & Copilot Studio (Microsoft 365, SPFx , Power Apps)
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Provide technical leadership for migrations, modernization, legacy component remediation, InfoPath/SharePoint Designer replacement, workflow conversion, and Power Platform monitoring
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Conversation Designer (Freelance)
Leo Toronto
Canada
- Part-time
Work closely with our UX designer and creative technologist, who build your thinking into a working prototype every Friday.
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Senior Service Designer
GreenShield
Toronto, ON
- Full-time
GreenShield is seeking a Senior Service Designer to shape and improve end-to-end experiences for our customers, partners, and employees. You’ll uncover unmet needs, bring complex journeys…
Added 3 hours ago
SENOIR SERVICE DESIGNER
Green Shield Canada
Toronto, ON
GreenShield is seeking a Senior Service Designer to shape and improve end-to-end experiences for our customers, partners, and employees. You’ll uncover unmet needs, bring complex journeys…
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Tech Lead
Quartermaster inc.
Toronto, ON
- Full-time
This role has three dimensions: leading engineers, working closely with a Product Manager and Designer as a “product trio", and collaborating with other engineering leaders on common needs…
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Graphiste principal(e) et créateur(trice) de contenu vidéo // Senior Graphic Designer & Video Content Creator
RUDSAK
Montreal, QC
- Full-time
Senior Graphic Designer & Video Content Creator | RUDSAK
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Engineering Manager
Quartermaster inc.
Toronto, ON
- Full-time
This role has three dimensions: leading engineers, working closely with a Product Manager and Designer as a “product trio", and collaborating with other engineering leaders on common needs…
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Mechanical Engineer
Amaris Consulting | Part of Mantu
ON · Ontario, Canada
- Full-time
As a Mechanical Designer / Mechanical Engineer, you will contribute to the design, development, and improvement of mechanical systems and components. You will work closely with…
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Structural Design Coordinator
Ontario Transit Group - Ontario Line - Southern Civil, Stations & Tunnel
Toronto, ON
- Full-time
Monitor Designer performance metrics, including response times and quality of deliverables related to RFIs, FCRs, NCRs, NDCs, and shop drawing reviews.
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Engineering Manager - Pricing, Depop
eBay
Toronto, ON
- Full-time
You'll partner closely with a Product Manager and Product Designer, collaborate with ML, and manage a cross-functional team of iOS and backend engineers. You'll be accountable for the…
Added 4 hours ago
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B2B Growth Marketing Specialist
WoodPlank
Concord, ON
- Full-time
You'll take ownership of campaign strategy, copywriting, and project coordination, working closely with our graphic designer and Sales team to bring marketing initiatives to life.
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Principal/Team Lead, Digital Verification Engineer (FEC)
Ciena
Ottawa, ON
- $136,700 to $218,300 CAD / year
- Full-time
Perform coverage-driven verification, monitor regressions, and debug failures with the support of the function's designer.
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Service Designer
Citi
Mississauga, ON
- Full-time
As a 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,…
Added 6 hours ago
C
Senior Service Designer
Citi
Mississauga, ON
- Full-time
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…
Added 6 hours ago
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Concepteur de produits principal/ Senior Product Designer
Acumatica
Montreal, QC
- Full-time
The Senior Product Designer owns the end-to-end user experience of Acumatica applications, shapes workflows, and aligns them with the product vision. As an active member of the discovery…
Added 6 hours ago
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Senior Designer
Entro
Vancouver, BC
- Full-time
…connect, and experience places in meaningful ways. As a Senior Designer, you play a key role in bringing that vision to life by leading the development of thoughtful, impactful design…
Added 6 hours ago
AM
Graphic Designer
Arbor Memorial Inc.
Windsor, ON
- $22.5 to $24 CAD / hour
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As a Graphic Designer at Victoria Greenlawn Funeral Home & Cemetery located in Oldcastle, Ontario, you will play a vital role in supporting families by creating high-quality printed…
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Concepteur de produits principal/ Senior Product Designer
Acumatica
Montreal, QC
- Full-time
The Senior Product Designer owns the end-to-end user experience of Acumatica applications, shapes workflows, and aligns them with the product vision. As an active member of the discovery…
Added 6 hours ago
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Senior Designer
Entro
Calgary, AB
- Full-time
…connect, and experience places in meaningful ways. As a Senior Designer, you play a key role in bringing that vision to life by leading the development of thoughtful, impactful design…
Added 7 hours ago
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Engineering Designer, Water
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Vancouver, BC
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Citi

Senior Service Designer

Mississauga, ON, Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Nov 5, 2026

Original job description

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 new 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:

Service design and design strategy are interdisciplinary practices and we welcome candidates with varied work experiences; Experience in financial services and/or regulated environments is nice-to-have. Candidates are required to have the following:

- 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 understand, illustrate, communicate, and influence business and systems architecture.
- Experience partnering with UX, Research, Product, Process Reengineering, Operations, Engineering, and Business teams to design complex software solutions under ambiguous circumstances and shifting priorities.
- Demonstrated experience as a strong leader who can prioritize well, communicate clearly and compellingly, and influence across cross‑functional teams.
- Excellent program or project management skills.
- Experience using digital collaborative whiteboards, graphic or interface design tools (including Figma / FigJam), and research/insight/repository platforms; willingness to use Microsoft Office.
- Familiarity using AI tools to support service‑design workflows - including research synthesis, insight generation, concept development, and rapid creation of artifacts such as journey maps, service blueprints, and scenario visualizations.

In addition to the above, we are seeking candidates with one or more of the following areas of experience:

- Leading the service design or experience strategy for enterprise products
- Leading process re-engineering or operations design to innovate a legacy business
- Driving organizational design or change management as part of a digital transformational, cultural shift or enterprise learning program
- Scaling and operationalizing a design thinking, design strategy, or design research practice within a larger organization

Education:

- Bachelor's/University degree or equivalent experience
- Master's degree is nice-to-have

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Job Family Group:

Technology

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Job Family:

Digital Design Engineering

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Time Type:

Full time

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Primary Location Full Time Salary Range:

$145,100.00 - $217,700.00

Salary shown is for full-time positions and will be prorated for part-time hires based on number of hours worked.

The hourly rate corresponding to the annual range is:

$74.41 - $111.64

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

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This job opening is for an existing job vacancy.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.

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More about this job

Responsibilities

The Senior Service Designer will connect business strategy to user experience by aligning people, processes, and technology to improve customer and employee outcomes. They will lead cross-functional initiatives, design service strategies, and integrate AI-enabled processes into end-to-end experiences.

Requirements

Candidates must have 10–15 years of experience in service design, design strategy, or related fields, with strong systems-thinking and leadership capabilities. Proficiency in design tools like Figma and experience partnering with cross-functional teams to deliver complex software solutions are required.

Skills

Service design
Design strategy
Process reengineering
User experience
User research
Systems thinking
Stakeholder management
Change management
Figma
FigJam
AI tools
Journey mapping
Service blueprints
Cross-functional leadership
Project management
Business transformation

Visa sponsorship

Not detected in the job text

Keywords

Service Design
Design Strategy
User Experience
Process Reengineering
AI
Systems Thinking
Figma
FigJam
Journey Mapping
Service Blueprints
Change Management
Financial Services
Stakeholder Engagement
Innovation Strategy
Business Transformation
Management Consulting
Cross-functional Leadership
Project Management
Digital Transformation
Workflow Automation
Design Thinking
Research Synthesis
Conceptual Wireframes
Governance
Operational Design
Enterprise Products
Data Extraction
Decisioning
Storytelling
Collaboration

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