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Added 5 mins ago
E
5G ou spécialiste du cœur de paquets
Ericsson
Bas-Saint-Laurent, QC
- Full-time
Join a globally distributed, highly skilled team working on the UCC (Unified Cloud Communications) product in Montreal. The team operates across the full development lifecycle - from…
Added 5 mins ago
E
Développeur UX Full Stack et UI UCC
Ericsson
Bas-Saint-Laurent, QC
- Full-time
Join the Ultra Compact Core (UCC) team at Ericsson Montreal, a collaborative group dedicated to delivering high-quality software solutions. As a Technical Lead, you will help shape the…
Added 5 mins ago
TH
Channel Sales, Strategic Partnerships
TITAN Haptics
Toronto, ON
- Full-time
TITAN Haptics is hiring an experienced commercial leader to lead our channel sales and strategic partnership initiatives.
Added 5 mins ago
A
Expert en ingénierie d'intégration des moteurs / Engine Integration Engineering Expert
Airbus
Mirabel, QC · Montreal, QC
- Full-time
Added 5 mins ago
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Engineering Manager
Quartermaster inc.
Toronto, ON
- Full-time
A tech lead or engineering manager role where you were a full-time enabler and force-multiplier (as opposed to one where you were also doing hands-on development work)
Added 5 mins ago
AC
Construction Project Manager
Albarrie Canada Limited
Barrie, ON
- $95,000 to $100,000 CAD / year
- Full-time
Lead and supervise a team of Civil Technologists, providing coaching, mentorship, technical guidance, and performance support.
Added 5 mins ago
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Marketing Cloud Technologist
SIGA
Saskatoon, SK
- Full-time
This position will lead SIGA's marketing technology initiatives with a focus on integration, maintenance, and enhancement. The Marketing Cloud Technologist will serve as the subject matter…
Added 5 mins ago
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Performance Test Engineer Intern (January 2027 - 12 months)
SOTI
Mississauga, ON
- Full-time
…offer a unique value and most importantly, be part of a winning team. As a successful candidate, you’ll get the chance to work with leading edge technologies and take on complex and…
Added 5 mins ago
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Performance Test Engineer Intern (May 2027 12 Months)
SOTI
Mississauga, ON
- Full-time
…offer a unique value and most importantly, be part of a winning team. As a successful candidate, you’ll get the chance to work with leading edge technologies and take on complex and…
Added 5 mins ago
EV
Lead, Vegetation (Ecologist)
Elk Valley Resources
Sparwood, BC
- $108,000 to $127,000 CAD / year
As a member of EVR's multidisciplinary reclamation team, this role works closely with reclamation planners, research specialists, operational teams, Indigenous Nations, regulators,…
Added 5 mins ago
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DevOps Developer - Euna Grants
Euna Solutions
ON · Oakville, Ontario
- Full-time
The DevOps team at Euna Solutions builds and maintains the infrastructure and pipelines that keep our public sector software products moving fast and reliably. In this role, you will…
Added 5 mins ago
BV
Senior Diversified Relationship Manager
Bow Valley Credit Union
Cochrane, AB
- Full-time
Success requires demonstrated relationship-management and business-development results, advanced credit capability, broad commercial knowledge, and the ability to strengthen team capability…
Added 5 mins ago
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Senior Agriculture Relationship Manager
Bow Valley Credit Union
Cochrane, AB
- Full-time
Success in this role requires demonstrated relationship-management and business-development results, advanced credit capability, strong agricultural industry knowledge, sound judgment, and…
Added 5 mins ago
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Senior Manager, Financial Reporting_FT-Perm
LOFT Community Services
Toronto, ON
- $100,341 to $131,708 CAD / year
- Full-time
Strong leadership, coaching, and team development skills with experience managing multiple priorities and competing deadlines.
Added 5 mins ago
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(CAN) Customer Service Manager
Walmart
Vegreville, AB
- Part-time
…skills in a fast paced retail environment. In this role, you lead front end operations to deliver exceptional customer service, support a positive shopping experience, and drive customer…
Added 5 mins ago
UM
Engineering Manager
Ultra Maritime
Dartmouth, NS
- Full-time
Ultra Maritime is seeking a highly experienced and motivated Engineering Manager to guide the development of advanced Anti-Submarine Warfare (ASW) systems for the naval market. This is a…
Added 5 mins ago
IG
Learning and Development Specialist
Inland Group of Companies
Truro, NS · ITH Truro
- Full-time
The Learning and Development Specialist is responsible for designing, coordinating, implementing, and continuously improving learning, development, and employee experience programs across…
Added 5 mins ago
A
Transportation Specialist Lead
Access
Toronto, ON · Etobicoke, Ontario
- Full-time
The Transportation Specialist Lead oversees the day-to-day workload of Transportation Specialists, through hands-on direction.
Added 19 mins ago
HP
Application Support Analyst
Helical Pile Solutions Ltd.
Calgary, AB
- Full-time
We are seeking an experienced Application Support Analyst to join our growing team. This position will be based out of one of our Calgary office locations. Reporting directly to the Team…
Added 19 mins ago
A
Senior Manager
Ashling
Toronto, ON
- $125,000 to $140,000 CAD / year
- Full-time
As a Senior Manager, you will lead multiple project teams and workstreams within complex client engagements. You’ll be accountable for successful delivery, client value, project quality,…
Added 19 mins ago
ME
Senior Accountant, Public Company Audit and Assurance
Manning Elliott LLP
Vancouver, BC
- $70,000 to $95,000 CAD / year
- Full-time
Support team and firm-wide initiatives related to quality, process improvement, and professional development
Added 19 mins ago
H
Senior Estimator
Hays
Surrey, BC
- $130,000 to $150,000 CAD / year
- Full-time
I’m working with an established construction company in the Lower Mainland that is looking to add an experienced Estimator to its team.
Added 19 mins ago
WC
(CAN) Stocking 3 Team Lead
Walmart Canada
Edson, AB
- Full-time
Assists in providing direction and the co-ordination of task completion as per communicated priorities from the General Merchandise Coach and the Store Management Team.
Added 19 mins ago
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Staff / Principal Embedded Systems Engineer
Nexia
MB · Manitoba, Canada
- Full-time
Lead platform-level Android development, including AOSP, frameworks, HALs and system services.
Added 19 mins ago
OT
Structural Design Coordinator
Ontario Transit Group - Ontario Line - Southern Civil, Stations & Tunnel
Toronto, ON
- Full-time
Act as the primary liaison between the Construction Team and the Structural Design Team to manage and resolve design-related issues that arise during project execution.

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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