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Added 14 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 14 mins ago
H
Senior Estimator
Hays
Surrey, BC
- $130,000 to $150,000 CAD / year
- Full-time
Preparing detailed quantity take-offs and establishing accurate project pricing
Added 14 mins ago
N
UX & Product Strategist
Nascent
Toronto, ON
- $80,000 to $120,000 CAD / year
- Full-time
Lead and contribute to discovery, helping clients clarify their goals, understand their users, and identify opportunities.
Added 14 mins ago
OT
Structural Design Coordinator
Ontario Transit Group - Ontario Line - Southern Civil, Stations & Tunnel
Toronto, ON
- Full-time
The project will strengthen Ontario’s economy by supporting an estimated 1,500 jobs at the peak of construction.
Added 14 mins ago
NS
Azure Databricks Solutions Architect
N2P Systems
Toronto, ON
- Full-time
We are seeking an experienced Azure Databricks Solutions Architect to lead enterprise-scale data architecture, engineering, analytics, and cloud modernization initiatives.
Added 14 mins ago
OT
Assistant Superintendent (Night Shift)
Ontario Transit Group - Ontario Line - Southern Civil, Stations & Tunnel
Toronto, ON
- Full-time
The project will strengthen Ontario’s economy by supporting an estimated 1,500 jobs at the peak of construction.
Added 14 mins ago
ZL
FinOps Architect
ZenithInfotek LLC
Toronto, ON
- Full-time
As a Sr. FinOps Architect within the NGS Cloud Advisory and Consulting Unit, you will lead the FinOps practice and serve as a subject matter expert (SME) for clients on cloud cost…
Added 14 mins ago
WC
Manager, Project Management - Technology
Walmart Canada
Mississauga, ON
- Full-time
Lead project governance, working sessions, and stakeholder communications.
Added 14 mins ago
B
Interior deisgner (Office planner)
BPA
Longueuil, QC
- Full-time
Lead workplace planning workshops with employees to develop new layouts, taking into consideration workflow efficiency, ergonomics, health and safety requirements, and user needs.
Added 14 mins ago
JG
SAP BASIS Consultant (Application support)
J&M Group
Toronto, ON
- Full-time
Experience Required: 4 7 years as an SAP Functional Consultant / Lead, with experience in at least 2 full project lifecycles.
Added 14 mins ago
8R
Digital Marketing Specialist
88West Realty Ltd.
North Vancouver, BC
- Full-time
…team member who can bridge brand strategy, communications, project and events coordination, and CRM management. You will help shape our brand messaging, manage our CRM, and plan and…
Added 14 mins ago
S
Site Supervisor – Roofing
Specified
Toronto, ON
- Full-time
Reporting to the Project Manager, the Site Supervisor is responsible for planning, organizing and overseeing the daily progress of multiple production roofing crews. The role requires…
Added 14 mins ago
MR
Project Manager III
Motion Recruitment
Vancouver, BC
- $75 to $95 CAD / hour
- Contract
A leading Canadian wealth management and financial services organization is seeking a Senior Project Manager to join its Project Management Office (PMO) on a 12-month contract. This role…
Added 14 mins ago
CC
Technical Program Engineer
Carlson Construction Group
North Vancouver, BC
- $120,000 to $130,000 CAD / year
- Full-time
…equipment providers. Working alongside operational leaders and project teams, you will help optimize fleet performance, support maintenance and asset management programs, drive continuous…
Added 14 mins ago
F
Manager, Information Security Risk
FCT
Oakville, ON
- Full-time
As the Manager, Information Security Risk, you will lead the assessment, governance, and oversight of information security risks across enterprise technology initiatives, with a primary…
Added 14 mins ago
E
Senior Technology Specialist, Integration
Equitable
Waterloo, ON
- $85,000 to $110,000 CAD / year
- Full-time
Determining project requirements and contributing to work schedules for the team.
Added 14 mins ago
MM
Senior Health & Benefits Consultant
Marsh McLennan
Calgary, AB · Ottawa, ON
- Full-time
…Senior Health & Benefits Consultant. In this role, you will lead and manage complex client engagements, delivering strategic consulting advice to employers on the design, financing,…
Added 14 mins ago
E
Senior IT Talent Acquisition Specialist
Equisoft
Montreal, QC · Quebec, QC · HYBRID - Montreal, Canada
- Full-time
Be primary recruiter on several complex or niche roles and/or lead project development initiatives, while partnering closely with the Human Resources & Talent Manager on priorities,…
Added 14 mins ago
Credit Analyst, Power & Energy, Senior Director - Toronto
Fitch Group
Toronto, ON
Fitch Ratings’ Corporate, Infrastructure and Project Finance Group is currently seeking a Senior Director based out of our New York, Chicago, or Toronto office.
Added 14 mins ago
E
Sr Manager, Electronics Initiatives
eBay
Toronto, ON
- Full-time
As Senior Manager, Strategic Initiatives - EHI, you will lead business planning and operational execution for priority growth initiatives across categories and markets. You will translate…
Added 14 mins ago
E
Sr Manager, Salvage Parts Initiatives
eBay
Toronto, ON
- Full-time
As Senior Manager, Strategic Initiatives - Salvage, you will lead business planning and operational execution for priority global Salvage initiatives. You will translate strategic…
Added 14 mins ago
SH
Clinical Manager, NICU/Paediatrics
Southlake Health Community
Newmarket, ON · Southlake Health
- Full-time
Added 14 mins ago
GE
Landfill Heavy Equipment Operator
GFL Environmental Inc.
Camrose, AB
- Full-time
Drive Accountability: Lead by example, setting a high standard of work ethic, holding both yourself and your coworkers accountable for safety, output, and quality.
Added 14 mins ago
W
Project Manager
Workiy
Victoria, BC
- Contract
The client is seeking an experienced Senior Project Manager to lead a government-wide payment card processing transition project involving the migration of existing payment processing…
Added 14 mins ago
M
RQ00762 - Systems Analyst - Senior
Maarut
Toronto, ON
- Contract
Provide senior technical expertise, project leadership and

Citi

Senior Service Designer

Mississauga, ON, Canada

Full-time

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Applications open in a new tab.

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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