Sr. UX Service Designer, VP

Brief Description of the Organization

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve.

Overview of the Role

The UX Service Designer is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• Develop frameworks that support our evolving organization, including experience mapping, cross-functional collaboration activities, vision storyboard, and service blueprints
• Work with Product Manager, Developers, and fellow Designers to coordinate research activities, strategy sessions, ideation, design and testing of new product and service concepts
• Influence stakeholders with compelling visual and verbal storytelling, gather and incorporate feedback, and foster alignment through strategic vision and creative innovation
• Identifies, understands and represents the customer’s needs in the development of products, channels, and new opportunities for the company
• Understand the business objectives, user needs, and UX goal scopes
• Incorporate technical and business requirements to create intuitive user-centered solutions
• Familiarize yourself with Americans With Disabilities Act (ADA) fundamentals to incorporate into designs
• Keep up to date on current design tools and trends
• Effectively deliver according to timelines and escalate if issues arise where timelines cannot be met
• Be open to feedback from multiple stakeholders and incorporate feedback with a positive attitude
• Support your team in ways that may not be outlined in daily job duties
• Offer knowledge transfer sessions and help with on the job training new employees to get them up to speed
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 6-10 years of experience in Service Design, Design Strategy, Human Centered Design, Design Thinking Tools and Methods, or relevant experience
• Comfortable working with senior executives to deliver
• Strong analytical and quantitative skills; Data driven and results-oriented
• Experience delivering with an agile methodology
• Experience in affecting large culture change
• Experience leading infrastructure programs
• Skilled at working with third party service providers
• Excellent written and oral communication skills

Education:

• Bachelor’s/University degree, Master’s degree preferred

• Storytelling/Facilitation skills, to influence/drive change across the org
• Collaboration skills to be able to work across cross-functional teams
• Experience delivering service blueprints/journey maps
• Motivated, Self-starter; able to navigate an evolving org

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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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Anticipated Posting Close Date:

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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.

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