Service Designer

Citi; New York (NY); On-site; USD 192,000 - 288,000; Full time

Benefits offered by this job

Medical insurance

Dental & vision coverage

401(k)

Life, disability insurance

Paid time off

Job summary

Citi in New York, NY is seeking a User Experience Sr. Lead Analyst, a senior principal role leading research, analysis and design of digital products and systems.

You will partner with Product and Technology to create innovative, intuitive digital products that deliver best-in-class UX for clients and users, while guiding design systems and delivering high-fidelity designs to development partners.

Qualifications

• 10+ years of relevant UX experience.
• Strong attention to detail and analytical skills.
• Extensive experience on complex, enterprise-scale design projects.
• Excellent communication and presentation skills.
• Proficient with industry tools such as Sketch, Figma, Adobe XD, Axure, InVision.
• Extensive experience with design systems.
• Proven ability to coach and mentor junior designers.
• Interest in banking/finance domain.
• HTML/CSS development skills.
• Experience in software development or program management.
• Active participation in UX communities.

Responsibilities

• Lead meetings with users, clients, sponsors and tech to define requirements.
• Plan and conduct UX research, define IA and user journeys, and create personas.
• Identify metrics to inform decisions and collaborate with tech to implement them.
• Collaborate with users, stakeholders, and teams to brainstorm and co-create solutions.
• Conduct usability testing to validate designs.
• Create wireframes and prototypes with Sketch, InVision, Axure and Adobe Creative Suite.
• Incorporate feedback constructively.
• Utilize and contribute to the design system.
• Contribute to design standards and best practices.
• Handover detailed designs to development teams.
• Provide ongoing development support with regular UX reviews.
• Identify opportunities to improve UX practices and stay current with trends.
• Ensure designs meet ADA/WCAG accessibility standards.
• Deliver on time while managing risks and escalating as needed.
• Mentor and develop junior designers; identify growth opportunities.
• Address subpar work with coaching to resolve.
• Build consensus and resolve conflicts between teams.
• Provide UX thought leadership to the community.
• Advocate UX value across the organization.
• Leverage networks to raise UX profile.
• Assess risk, ensure compliance with laws and Citi policies; uphold ethics and transparency.

Skills

Mentoring

Banking knowledge

HTML/CSS

Communication

Education

Bachelor's/Master's UX

Formal UX Qualification

Tools

Sketch

Figma

Adobe XD

Axure

InVision

Job description

The User Experience Sr. Lead Analyst is a senior level principal role, acting as a thought leader in the research, analysis and design of digital products and systems.

User Experience partners with Product and Technology colleagues to create innovative and intuitive digital products that deliver best-in-class user experience and usability to our clients, both internally and externally. We undertake a wide spectrum of activities, from discovery and research, through definition, ideation, and design, to the management of design systems and the delivery of interactive prototypes and high-fidelity designs to our development partners.

The UX Design Group’s primary goal is to research and design products and solutions that are streamlined, intuitive, consistent, accessible, great-looking, and easy-to-use, which perfectly suit (or even anticipate) our clients’ needs.

Responsibilities

• Lead meetings with users, clients, product sponsors and technology to understand project requirements
• Plan and perform UX research, define IA, user journeys, and create personas
• Identify metrics and data that can support decision-making, guiding tech partners where needed to add necessary metrics
• Work closely with users, stakeholders, business analysts, product managers and development teams to brainstorm and co-create ideas, approaches, and solutions
• Perform relevant testing to validate and inform design decisions
• Create wireframes, prototypes, and high-fidelity designs using specialist tools such as Sketch, InVision, Axure, and the Adobe suite
• Apply a positive and constructive attitude to all feedback
• Use and contribute to the approved design system
• Contribute to design standards and best practices
• Perform detailed handover to development teams, ensuring they have all they need to implement the designs
• Provide ongoing support to development, with regular UX review checkpoints ensuring quality and spec are as designed
• Continuously look for opportunities to improve research and design practices and processes, keeping track of latest trends, standards, and tools in the industry
• Ensure all designs comply with ADA/WCAG standards for accessibility
• Deliver on-time, identifying and managing risks to ensure timelines are met, and escalating where needed
• Help to train, support and develop junior team members, and identify opportunities for colleagues to specialize and grow
• Confidently challenge substandard work by other team members, providing coaching and guidance to resolve
• Build consensus, and find smart solutions when colleagues and stakeholders are in conflict over technical or design
• Provide thought leadership to the wider UX community of practice
• Evangelize the value of UX within the wider organization
• Use your network of contacts (internally and externally) to raise the profile of UX at the firm
• 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

• 10+ years of relevant experience
• Strong attention to detail & analytical skills
• Significant experience on complex, enterprise-scale design projects
• Excellent communication and presentation skills
• Excellent skills in professional design tools e.g., Sketch, Figma, AdobeXD, Axure, InVision etc.
• Significant experience using/creating design systems
• Significant aptitude for coaching and mentoring junior designers
• Keen interest in, or knowledge of, banking or finance
• HTML/CSS Development Skills
• Software Development or Program Management Experience
• Participation in external UX groups or communities

Education

• Bachelor’s/University degree, Master’s degree preferred
• At least one formal UX Qualification

Job Family Group

Technology

Job Family

Digital Design Engineering

Time Type

Full time

Primary Location

New York New York United States

Primary Location Full Time Salary Range

$192,000.00 - $288,000.00

• discretionary and formulaic incentive and retention awards
• medical
• dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

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.

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or

Anticipated Posting Close Date

Sep 02, 2026

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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