{"id":3999942,"url":"https://alion.io/job/citi-service-designer-2","title":"Service Designer","company":{"id":7841,"name":"Citi","domain":"citi.com","url":"https://alion.io/company/citi","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":97,"open_postings":578,"ghost_share":0.01,"stale_share":0.265,"repost_share":0.066,"time_to_fill_p50_days":9,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Design","role_family":"Design","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mississauga, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":120800,"max":170800,"currency":"CAD","period":"year","gross":null,"usd_annual":120883},"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Claude","optional":false},{"name":"Figma","optional":false},{"name":"AI Agents","optional":true},{"name":"FigJam","optional":true},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-11-05T00:00:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-10T18:51:19Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"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, 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.\nThis role reports to the Head of Service Design within the Design & User Experience organization and is an individual contributor role.\nResponsibilities: \nDesign Leadership & Vision: Partner on early-stage cross-functional initiatives, supporting direction and Design & UX's representation in governance and strategic decision making.\nApply service design tools, methods, and mindsets into design and product processes to increase clarity, efficacy, and quality of work on new and existing experiences.\nAdvocate for service design methods, tools, and mindsets within Design & UX and with stakeholders' teams; acting as a day-to-day practitioner and resource for peers\nAppropriately assess risk - including but not limited to AI-related considerations - and apply sound ethical judgement across service design practices.\n\nService Transformation & Design Strategy: Scope, with guidance, service design initiatives for defined journeys or platforms based on objectives and business, user, and stakeholder needs, selecting appropriate methods, activities, and artifacts.\nPlan, conduct, and synthesize qualitative stakeholder and end-user discovery research independently or in partnership with the Research team.\nIn partnership with Product, Process Re-engineering, and Operations, assess and help prioritize in-journey, cross-journey, and cross-platform opportunities - including AI use cases, automations, and updates to processes, platforms, policies, or operating models - with consideration for end-to-end, end-user value rather than isolated steps, and shaping how AI-enabled steps connect to human touchpoints and handoffs.\nContribute to future-state strategies and help identify high-level capabilities, requirements, roadmaps, and change-management elements needed to bridge vision to execution.\nContribute to journey orchestration and journey-knowledge management for assigned platforms or lines of business \n\nArtifacts & 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.\nUse the firm’s internal AI tools, including Figma Make and Claude and Gemini models, to accelerate day-today work, including research synthesis, insight generation, concept development, and artifact creation.\nAdapt artifacts across audiences and levels of elevation to support specific objectives, from informing UX execution to persuading senior leadership.\n\nStakeholder EngagementBuild stakeholder relationships and support decision making by presenting perspectives and tradeoffs \nPlan, coordinate, and facilitate in-person or digital co-design workshops \nDevelop and deliver presentations for executive leadership and peers that clearly communicate insights, strategies, and results through tailored storytelling.\n\nQualifications:\nService 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:\n6+ years of relevant experience in service design, process reengineering, design strategy, user experience, user research, innovation strategy, business transformation, or management consulting.\nFamiliarity with core AI capabilities and some practical experience translating them into workflow opportunities (e.g., document extraction, automated decisioning, maker-checker automation) with exposure to how AI agents coordinate and operate within end-to-end service experiences.\nOrientation toward systems-thinking problem solving, with the ability to understand, illustrate, communicate, and influence business and systems architecture.\nExperience partnering with UX, Research, Product, Process Reengineering, Operations, Engineering, and Business teams to design complex software solutions under ambiguous circumstances and shifting priorities.\nDemonstrated ability to prioritize well, communicate clearly, and build influence across cross-functional teams.\nSolid program or project management skills.\nExperience using digital collaborative whiteboards, graphic or interface design tools (including Figma / FigJam), and research/insight/repository platforms; willingness to use Microsoft Office.\nGrowing 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.\n\nIn addition to the above, we are seeking candidates with one or more of the following areas of experience:\nContributing to the service design or experience strategy for enterprise products\nSupporting process re-engineering or operations design to innovate a legacy business\nParticipating in organizational design or change management as part of a digital transformational, cultural shift or enterprise learning program\nContributing to the scaling of a design thinking, design strategy, or design research practice within a larger organization\n\nEducation:\nBachelor's/University degree or equivalent experience\nMaster's degree is nice-to-have\n\n------------------------------------------------------\nJob Family Group:\nTechnology------------------------------------------------------\nJob Family:\nDigital Design Engineering------------------------------------------------------\nTime Type:\nFull time------------------------------------------------------\nPrimary Location Full Time Salary Range:\n$120,800.00 - $170,800.00Salary shown is for full-time positions and will be prorated for part-time hires based on number of hours worked.\nThe hourly rate corresponding to the annual range is:\n$61.94 - $87.58------------------------------------------------------\nMost Relevant Skills\nPlease see the requirements listed above.------------------------------------------------------\nOther Relevant Skills\nFor complementary skills, please see above and/or contact the recruiter.------------------------------------------------------\nAutomated Processing and AI\nWe 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.\nImportantly, 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.\n------------------------------------------------------\nThis job opening is for an existing job vacancy.\n------------------------------------------------------\nCiti 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.\nIf 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.\nView Citi’s EEO Policy Statement and the Know Your Rights poster.","description_format":"text","description_chars":8456,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Wealth Management & Financial Advisors","Payment Processing & Gateways","Investment Banking & M&A Advisory"],"lifecycle":[{"event":"open","at":"2026-11-10T03:01:15Z"}],"visa":[],"liveness":{"score":79,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.882,"p_room":0.9,"age_days":5,"expected_fill_days":9,"reasons":["conf:0","velocity","win:mid","comp:brand"],"computed_at":"2026-11-10T06:52:35Z"},"pay":{"stated_usd_annual":120883,"is_top_pay":false},"html_url":"https://alion.io/job/citi-service-designer-2","json_url":"https://alion.io/job/citi-service-designer-2.json","meta":{"generated_at":"2026-11-10T21:09:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14514,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7841},"rest":"https://alion.io/mcp/rest/get_company?id=7841"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fciti-service-designer-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fciti-service-designer-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fciti-service-designer-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/citi-service-designer-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fciti-service-designer-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3999942}},{"tool":"search_jobs","arguments":{"company":"citi.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3999942},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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