Service Designer - onsite

Revel IT; Westerville (OH); On-site; USD 110,000 - 150,000; Full time

Job summary

Revel IT is seeking a Service Designer to lead end-to-end service design for GPDO's digital products at the Westerville, OH headquarters. You will shape service architectures, blueprints, and design systems to accelerate engineering velocity and deliver business value.

The role partners with product managers, software engineers, and AI/ML teams, applying human-centered design across the product lifecycle and driving a design-led culture within GPDO.

Qualifications

• 5+ years of professional experience in service design, UX/product design, or human-centered design practice.
• Experience designing and delivering end-to-end service architectures, journey maps, and service blueprints in complex enterprise environments.
• Experience designing and prototyping front-end interfaces within component-based UI architectures such as React.
• Experience collaborating with or embedded within software engineering teams using Agile/Scrum methodologies.
• Experience leading design projects or contributing to design systems governance.

Responsibilities

• Lead the design of end-to-end service architectures and experience blueprints for GPDO's digital products and internal tooling platforms.
• Plan and facilitate user research activities to inform design decisions and validate concepts.
• Design, prototype, and deliver high-fidelity interfaces within GPDO's front-end ecosystem.
• Establish and govern the design system, including components and accessibility standards.
• Integrate AI-powered design capabilities into service workflows with cross-functional teams.
• Define metrics to measure usability and drive data-informed improvements.
• Collaborate with PMs, engineers, and stakeholders to embed design thinking throughout product lifecycles.

Skills

Service design

UX design

User research

Design leadership

Stakeholder collaboration

Figma

Interaction design

Agile/Scrum

Design systems governance

Communication

Education

Bachelor's degree in Interaction Design/Service Design/HCI/Graphic/Industrial Design/CS

Master's degree in Service Design/UX Design

Tools

React

Tailwind CSS

shadcn/ui

Lucide React

Craco

Yarn

React Router 7

JSX

Front-end tooling

Job description

Westerville, Ohio client seekinga creative, strategic, and human-centered Service Designer to lead the end-to-end design and continuous improvement of internal digital services and product experiences across the organization's Global Product Development Organization (GPDO). This individual contributor role in a lead capacity is responsible for translating complex organizational and user needs into coherent, scalable service architectures, experience blueprints, and design systems that serve engineering teams, internal stakeholders, and end-to-end product workflows across the enterprise.

The Service Designer will operate within the Digital organization and play a central role in advancing the client's Operational Excellence and Innovation strategic priorities by transforming complex requirements into elegant, usable, and governed service experiences that accelerate engineering velocity and deliver measurable business value.

Essential Functions

• As a design and experience leader, this role applies service design methodologies — including journey mapping, service blueprinting, participatory design workshops, and rapid prototyping — while designing and delivering interfaces within GPDO's modern front-end tooling ecosystem — including JavaScript (JSX), React 19, Tailwind CSS 3, shadcn/ui, and Lucide React — built on React Context + hooks for state management, Craco for build tooling, and Yarn as the package manager.
• The Service Designer will champion a design-led product culture across GPDO, establish interaction and visual design standards grounded in the client's brand language, and serve as the organization's subject matter expert on human-centered design and service experience strategy.
• This position partners closely with product managers, software engineers, AI/ML teams, and cross-functional business stakeholders, and is based on site at the client's Westerville, OH headquarters.

Key Responsibilities

1. Service Architecture & Experience Blueprinting: Lead the design of end-to-end service architectures and experience blueprints for GPDO's digital products and internal tooling platforms, mapping user journeys, system touchpoints, backstage processes, and supporting actors to surface friction, identify design opportunities, and establish scalable service patterns across the organization.
2. User Research & Participatory Design: Plan and facilitate user research activities — including contextual inquiry, stakeholder interviews, usability testing, and co-design workshops — to generate actionable insights that inform service design decisions, validate design concepts, and ensure solutions are grounded in real user behaviors, mental models, and unmet needs across diverse stakeholder groups.
3. Front-End Design & Prototyping: Design, prototype, and deliver high-fidelity user interfaces and interactive prototypes within GPDO's modern front-end ecosystem — JavaScript (JSX), React 19, React Router 7, Tailwind CSS 3, shadcn/ui components, and Lucide React — ensuring seamless continuity between service design intent and React Context + hooks-based implementation, with a consistent visual language rooted in the client's brand (black sidebar, orange accents, Arial font).
4. Design System Governance & Component Standards: Establish, maintain, and govern GPDO's front-end design system — including component libraries built on shadcn/ui and Lucide React, Tailwind CSS 3 utility patterns, and hand-written CSS in src/index.css and src/App.css — ensuring visual consistency, accessibility compliance, and design reuse across all product surfaces delivered by engineering teams.
5. AI-Augmented Service Design: Integrate AI-powered design capabilities into service workflows, including designing interaction patterns and front-end interfaces for AI features such as intelligent search, recommendation systems, and natural language interfaces; collaborating with AI/ML teams to translate generative AI and LLM capabilities into user-centered, trustworthy, and transparent service experiences that align with GPDO's emergent tooling ecosystem.
6. Data-Informed Design & Continuous Improvement: Define and instrument service design performance metrics — including usability benchmarks, task completion rates, error rates, and satisfaction scores — leveraging mock and real data layers (including src/data/ modules and future API adapters such as Veridion, D&B, or ZoomInfo) to evaluate design effectiveness, drive continuous improvement, and provide leadership with data-driven insights on user experience quality.
7. Design Documentation & Knowledge Sharing: Author and maintain comprehensive design documentation — including service blueprints, journey maps, interaction specifications, design rationale, and component usage guidelines — and facilitate design critique sessions, workshops, and knowledge-sharing activities to build design literacy and a shared design language across GPDO engineering and product teams.
8. Cross-Functional Collaboration & Design Leadership: Partner with product managers, software engineers, AI/ML specialists, data scientists, and business stakeholders across the Digital organization to embed service design thinking into the product development lifecycle; advocate for the user across all stages of product discovery, definition, and delivery; and serve as a trusted subject matter expert and escalation point for human-centered design strategy, interaction design standards, and service experience governance.

Requirements

• Bachelor's degree in Interaction Design, Service Design, Human-Computer Interaction, Graphic Design, Industrial Design, Computer Science, or related field; Master's degree in Service Design, Human-Centered Design, UX Design, or related field preferred; equivalent practical experience considered.
• 5+ years of professional experience in service design, UX/product design, or human-centered design practice
• Demonstrated experience designing and delivering end-to-end service architectures, journey maps, and service blueprints in complex, multi-stakeholder enterprise environments
• Experience conducting user research and translating findings into design artifacts and actionable recommendations
• Experience designing and prototyping front-end interfaces within component-based UI architectures such as React
• Experience collaborating with or embedded within software engineering teams using Agile/Scrum methodologies
• Experience leading design projects or contributing to design systems governance.

Technical Skills

• Proficiency with service design tools and methods including journey mapping, service blueprinting, co-design facilitation, and usability testing
• Hands-on experience with interaction design and prototyping tools (Figma preferred)
• Familiarity with modern front-end technologies including JavaScript (JSX), React 19, Tailwind CSS 3, shadcn/ui, and Lucide React
• Experience with build tooling (Craco, Yarn) and state management patterns (React Context + hooks)
• Ability to read, review, and contribute to front-end code within a React 19 + JSX codebase organized across src/pages/, src/components/, src/data/, and src/store/
• Familiarity with component library patterns including shadcn/ui in src/components/ui/ and Lucide React icon integration
• Experience with accessibility standards (WCAG 2.1) and responsive design principles
• Familiarity with data layer patterns including mock data modules, localStorage persistence, and API adapter patterns.

Preferred Qualifications

• Certification or training in service design, UX design, human-centered design, or design thinking (e.g., IDEO U, Nielsen Norman Group, or equivalent)
• Experience designing AI-powered or generative AI user interfaces and interaction patterns
• Familiarity with AI frameworks and LLM-driven user experiences
• Experience with React Router 7 for multi-page front-end application design
• Knowledge of enterprise brand systems and the ability to translate brand standards (black sidebar, orange accents, Arial font) into consistent component-level design
• Experience working with real-time or externally sourced data (e.g., Veridion, D&B, ZoomInfo) and designing adaptive UI experiences for variable data fidelity
• Familiarity with Agile/Scrum methodologies and project management tools such as Jira
• Kowledge of ethical design considerations and responsible AI interface practices
• Experience with enterprise data platforms such as Snowflake.

Reference:1067264

Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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