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Added 1 min ago
C
Senior BI Analytics Governance Specialist
Co-operators
Calgary, AB · Guelph, ON · Toronto, ON · Montreal, QC · Quebec, QC
- Full-time
…a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and…
Added 1 min ago
Engineering Lead Post Booking Optimization - Toronto, ON
Flight Centre
ON
Champion an AI-assisted software development lifecycle, applying AI across design, build, testing, and review to lift both the pace and the quality of what we deliver.
Added 1 min ago
FB
Assistant Department Manager - Collingwood
Farm Boy Inc.
Collingwood, ON
- From $21.5 CAD / hour
- Full-time
Support team development through training, coaching, motivation, and recognition while maintaining a high level of trust, confidentiality, and professionalism.
Added 1 min ago
P
Technical Customer Success Engineer
Procurify
Remote, Canada
- Contract
- Remote
…like biotechnology, education, health care, manufacturing, and software, to manage over $100B in spend. We’re looking for a talented and team-driven Technical Integration Specialist to join…
Added 1 min ago
Software Development Manager, S3 Index
Amazon
Vancouver, BC
- Lead and mentor a team of talented software engineers, creating structures that enable them to solve complex problems and deliver high-impact solutions while fostering their growth and…
Added 1 min ago
EC
Counter Salesperson
EMCO Corporation
Surrey, BC
- Full-time
We offer a fun, fast-paced and dynamic workplace. We work as a team, share core values, and support each other’s growth and development. As our teammate, you will have the opportunity to…
Added 1 min ago
C
Lead Engineer - Buildings
CIMA+
Mississauga, ON
- $128,160 to $176,220 CAD / year
- Full-time
Welcome to a commitment to sustainable development you can relate to.
Added 1 min ago
C
Lead Engineer - Buildings
CIMA+
Bowmanville, ON · Mississauga, Ontario
- $128,160 to $176,220 CAD / year
- Full-time
Welcome to a commitment to sustainable development you can relate to.
Added 1 min ago
C
Senior Advisor, Strategic Change and Transformation Engagement (T & I) (Telework/Hybrid)
CBC/Radio-Canada
Toronto, ON · Montreal, QC
- Full-time
…within Technology & Infrastructure (T&I), you will join the team leading the Daily Content initiative in Innovation & Delivery. You will be joining us at a pivotal moment as…
Added 1 min ago
AC
Manager, Data and AI - AI Systems Integrations and Agentic technical owner
Air Canada
Toronto, ON · Dorval, QC
- Full-time
Lead, coach and develop a high-performing technical team, establish clear accountabilities and support career growth.
Added 1 min ago
P
Senior Cloud Platform Lead, Senior Manager
PwC
Ottawa, ON · Toronto, ON
- Full-time
Those in DevSecOps at PwC will focus on minimising software threats by integrating development, operations and security industry leading practices in order to validate secure, consistent…
Added 1 min ago
R
Director – Implementation Assurance Testing
RBC
Toronto, ON
- Full-time
Reporting to the VP, Credit Modelling & Methodology, the Director, Implementation Assurance Testing will lead the Implementation Assurance Testing (IAT) team, which is accountable for…
Added 16 mins ago
FC
FLIGHT CENTRE - QA ENGINEER - VANCOUVER, BC
Flight Centre Travel Group Canada
BC · British Columbia, Canada
- Full-time
Join our Digital Workplace team and play a critical role in delivering high-quality solutions that support our global Onboarding and Customer Success teams. As a QA Engineer, you'll work at…
Added 16 mins ago
BP
VP, Biostatistics
BioCryst Pharmaceuticals, Inc.
NB · Chiasson Office, NB
- Full-time
…sound judgment to plan and accomplish goals, and an ability to lead and direct the work of others. A wide scope of creativity and latitude is…
Added 16 mins ago
FC
FLIGHT CENTRE - QA ENGINEER - TORONTO, ON
Flight Centre Travel Group Canada
ON · Ontario, Canada
- Full-time
Join our Digital Workplace team and play a critical role in delivering high-quality solutions that support our global Onboarding and Customer Success teams. As a QA Engineer, you'll work at…
Added 16 mins ago
C
Project Manager - Learning and Development
Cella
Toronto, ON
- $63 to $68 CAD / hour
- Contract
We are seeking an experienced and strategic Project Manager to join our client's team, supporting enterprise Learning & Development initiatives. In this role, you will lead the planning and…
Added 16 mins ago
T
Full Stack Engineer
TechDoQuest
Montreal, QC
- Full-time
You will support and lead different phases of the product lifecycle including analysis, development, and testing.
Added 16 mins ago
C
Lead Engineer - Buildings
CIMA+
Bowmanville, ON
- $128,160 to $176,220 CAD / year
- Full-time
Welcome to a commitment to sustainable development you can relate to.
Added 16 mins ago
MG
Financial Controller
M Group of Companies
Barrie, ON
- Full-time
A collaborative and supportive team culture that encourages learning, development, and career growth.
Added 16 mins ago
JG
Senior DevOps & Python Platform Engineering Specialist
J&M Group
Montreal, QC
- Contract
10+ years of experience in software engineering, application development, or DevOps roles.
Added 16 mins ago
C
Lead Engineer - Buildings
CIMA+
Mississauga, ON
- $128,160 to $176,220 CAD / year
- Full-time
Welcome to a commitment to sustainable development you can relate to.
Added 16 mins ago
SL
Investigations Manager, Canada East
Sporting Life
Woodbridge, ON
- Full-time
As part of Sporting Life Group, alongside Golf Town and Team Town, we blend sport and style to help Canadians get outside and keep moving.
Added 16 mins ago
T
Sr. Business Systems Analyst, TD Securities
TD
Toronto, ON
- Full-time
As a member of this team, you will lead onboardings of new technology, own and manage ongoing changes to existing technology, and lead strategic initiatives that deliver solutions for our…
Added 16 mins ago
Senior Technology Specialist, Integration
Equitable
Waterloo, ON
Design, develop and maintain automation framework for iterative software development and testing, specifically Bicep and DevOps deployment capabilities
Added 16 mins ago
Analyst, Databases
Reliance Home Comfort
Toronto, ON
Ability to work as a lead both independently and / or as a team member to solution design, including work by Vendors & Internal Partners

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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