Senior Service Design Strategist

Shape end-to-end service strategy through systems thinking and AI-enabled workflow design as a Senior Service Designer in Citi’s full-time Technology organization.Reporting to the Head of Service Design, you will connect business strategy with user experience across people, processes, technology, and touchpoints. Partner with UX, Research, Product, Engineering, Operations, and Business teams to improve complex experiences. The role begins as an individual contributor, with people-management growth possible as it evolves.Key Responsibilities:
Lead cross-functional initiatives and represent Design and UX in governanceScope service design initiatives around business and user needsMap journeys, processes, ecosystems, and service blueprintsIdentify AI use cases, automations, and workflow opportunitiesFacilitate workshops and communicate strategies to executive leadershipRequirements:
10–15 years of relevant service design or related experiencePractical knowledge translating AI capabilities into workflow opportunitiesSystems-thinking ability across business and systems architectureExperience with Figma, FigJam, and collaborative design toolsBachelor’s degree or equivalent experience;
master’s degree preferredApply service design leadership, AI workflow expertise, and systems thinking to influence Citi’s complex customer and employee experiences.
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