Senior Service Designer - Vice President

Location: New York New York United States

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience.

We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

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 design new and improved experiences, including identifying where AI can enhance or automate workflows and shaping how AI‑enabled processes fit within broader service ecosystems.

Through mapping and visualization tools, co‑design workshops, and strategic frameworks, your work will directly influence service and product strategy. Ultimately, your visibility and influence across Technology will position the Design & UX organization as a catalyst for transformation across the bank.

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.
• Advocate for, and act as a cultural ambassador of, service design methods, tools, and mindsets within Design & UX and with stakeholders’ teams.
• Appropriately assess risk and advocate for sound ethical judgement across service design practices.

Service Transformation & Design Strategy

• Scope end‑to‑end service design initiatives based on business, user, and stakeholder needs and strategic objectives, 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.
• Assess, identify, and prioritize in‑journey, cross‑journey, and cross‑platform opportunities, including AI use cases, automations, and updates to processes, platforms, ecosystems, or operating models.
• 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.
• 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

• 6-10 years of relevant experience in service design, process re‑engineering, 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 architecture.
• Experience partnering with UX, Research, Product, 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 in Computer Science, Engineering or equivalent experience.
• Master's degree is nice-to-have.

Job Family Group

Technology

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Job Family

Applications Development

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Time Type

Full time

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Primary Location

New York New York United States

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Primary Location Full Time Salary Range

$142,320.00 - $213,480.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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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Anticipated Posting Close Date

Oct 23, 2026

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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.

Illinois residents – AI Notice and Right

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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.