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Added 1 min ago
TH
Project Manager - Garron Family Centre for Cancer & Blood Disorders
The Hospital for Sick Children
Toronto, ON
- Full-time
The Garron Family Centre for Cancer & Blood Disorders (GFCCB) is seeking a Project Manager to lead research, education, and clinical initiatives in support of children with cancer or…
Added 1 min ago
TH
Program Manager, Indigenous Health
The Hospital for Sick Children
Toronto, ON
- Full-time
…healthcare centres in the world. As innovators in child health, we lead and partner to improve the health of children through the integration of healthcare, leading-edge research and…
Added 1 min ago
TH
Project Manager
The Hospital for Sick Children
Toronto, ON
- Full-time
Strong knowledge of project management processes and the project management life cycle and expert knowledge of Microsoft Office Tools (i.e. Word, Excel, Power Point)
Added 1 min ago
Y
Manager, PMO & Strategic Initiatives
YouPotential
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…way Q Wealth delivers them. This is a builder role: you'll lead real work from day one while setting up a practical project office that helps us execute, not one that adds…
Added 1 min ago
C
Full Stack Technical Lead (Angular/Java)
Cognizant
Toronto, ON
- $72,000 to $126,000 CAD / year
- Full-time
As a Full Stack Technical Lead (Angular/Java), you will make an impact by leading the design, development, and delivery of enterprise-grade applications supporting critical banking…
Added 16 mins ago
O
Data Valorization Expert
OSEDEA
Montreal, QC
- Full-time
…at the center of everything we do. Simply put, we care. Our team personally cares about our clients and the world around them, and we care about our team’s life-long dreams, aspirations,…
Added 31 mins ago
NG
Underground Operations Engineer- Travel & Camp Available
New Gold Inc.
Emo, ON
- Full-time
…Columbia, Canada. In addition, Coeur owns the Silvertip silver-zinc-lead exploration project in British…
Added 31 mins ago
NG
Senior Ventilation Technician
New Gold Inc.
Emo, ON
- Full-time
Assist the Project Lead with engineering and project management on varying underground projects.
Added 46 mins ago
E
Program Manager
Equus
Bath, ON · Loyalist Township/Bath, Ontario
- $32.5 CAD / hour
- Full-time
Three years of financial management experience working with project funders/customers
Added 1 hour ago
Haul Truck Operator- Syncrude Aurora
Fort McKay Group of Companies
Fort McMurray, AB
Under the direction of the Team Lead, the Haul Truck Operator is responsible for the operations of equipment in a safe, productive, and efficient manner according to the scope of the…
Added 1 hour ago
Project Manager - Calgary
Strategic Group
Calgary, AB
…community-focused projects. With strong support from senior management, you will play a critical role in project execution and contribute innovative ideas throughout the construction…
Added 1 hour ago
BG
Draughtsman - Civil
Bondada Group
Burlington, ON
- Full-time
…coordination with multidisciplinary teams, and adherence to project drafting standards and quality…
Added 1 hour ago
AH
Assistant Head Nurse - Emergency
Alberta Health Services
St. Albert, AB
- Part-time
Additional education or training in quality improvement, Lean methodology, change management, project management, patient flow, capacity management, or healthcare operations. Completion of…
Added 1 hour ago
J
Sr. Mech and Robotics Tech
JLL
Pitt Meadows, BC
- Full-time
As a Sr. Mech & Robotics Tech, you will lead service technicians on the team in the installation and repair of automated packaging and distribution equipment. You will support the…
Added 1 hour ago
T
Director of Engineering
TAIRC
ON · Regional Municipality of York, ON
- Volunteer
Lead engineering teams: Manage software and hardware engineering teams, ensuring projects are completed on time and within budget.
Added 1 hour ago
M
Director, Retirement Strategy
Manulife
Toronto, ON
- Full-time
Experience developing Board, Executive Leadership Team or other senior management presentations.
Added 2 hours ago
K
Consultant, Financial Services-Insurance & Wealth & Asset Management
KPMG
ON · Toronto, Ontario
- Full-time
KPMG’s Management Consulting practice is growing its Strategy & Operations team focused on insurance and wealth management. We are looking for Consultants who want to help leading financial…
Added 2 hours ago
K
Manager, Financial Services-Wealth & Asset Management
KPMG
ON · Toronto, Ontario
- Full-time
As a Manager in our Financial Services, Wealth and Asset Management practice, you will support the planning and management of client engagements, lead key workstreams, contribute to the…
Added 2 hours ago
RD
Superintendent of Utilities, Parks, and Facilities (Exempt; Permanent, Full-time)
Regional District of Fraser-Fort George
Prince George, BC
- Full-time
…Leader, Environmental Field Supervisor, Environmental Services Lead Hand, Environmental Service Worker 1s, and other operational staff assigned to utilities, parks, and facility…
Added 2 hours ago
RH
Senior Event Planner
Robert Half
Toronto, ON
- $85,000 to $100,000 CAD / year
- Full-time
This is a hands-on, events-focused role that combines creative event planning, project management, marketing communications, and senior stakeholder engagement. The successful candidate will…
Added 2 hours ago
CS
Instructor, Cyber-Defender Ethical Hacking (Calgary)
Circuit Stream
Calgary, AB
- $1,650 CAD / week
- Contract
…and excited to help young people discover where theirs might lead, you’ll thrive…
Added 2 hours ago
A
Principal Data Scientist
Autodesk
Montreal, QC
- Full-time
…well equipped to revolutionize the construction industry. The team is responsible for ensuring that the company has an accurate and practical understanding of our cloud platform usage…
Added 2 hours ago
NA
Security & Technology Services Manager
New Age Group
Concord, ON
- Full-time
…office five (5) days per week and be actively involved in daily team leadership, customer support operations, technician development, project support, and technical…
Added 2 hours ago
NA
Apprentice Security Systems Technician
New Age Group
Concord, ON
- $22 CAD / hour
- Full-time
This position provides a clearly defined training path leading to Labourer, Technician I, Technician II, Senior Technician, and Lead Technician positions.
Added 2 hours ago
NA
Labourer
New Age Group
Concord, ON
- $28 CAD / hour
- Full-time
The Labourer is a key member of our Field Operations team and serves as the foundation of our technician development program. Working alongside experienced technicians, Labourers support…

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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