Customer Experience and Service Design Lead

LMI•Tysons, VA

4d•Hybrid

About The Position

LMI is seeking an experienced Customer Experience and Service Design Lead to support a Retail and Delivery Modernization Program for a nationwide parcel logistics and retail organization. The program is modernizing retail technology, operations, and service delivery across thousands of locations while improving customer and employee experiences. This hands-on leadership role combines developing and leading a customer experience team with personally conducting detailed research and design work. The role requires moving between strategy and execution, setting direction, mentoring team members, planning research, conducting fieldwork, synthesizing data, developing journey maps and service blueprints, facilitating stakeholder sessions, and translating findings into actionable recommendations. The lead will define end-to-end experiences for kiosks and other retail technology, create and test wireframes and interactive prototypes, and provide technical teams with annotated interface requirements, accessibility specifications, acceptance criteria, and implementation guidance. The role also coordinates CX activities with program milestones and integrates accessibility, federal privacy, security, and records-management requirements. This is a hybrid position, and candidates must reside in the DC Metro Area. Travel to customer and field locations may be required. U.S. citizenship is required, and candidates must be eligible for a government background investigation.

Requirements

Bachelor’s degree in human-centered design, UX, service design, psychology, anthropology, information science, business, technology, or a related field; relevant experience may be considered in place of a degree.
Portfolio or work samples demonstrating research, synthesis, journey mapping, service blueprinting, wireframing, high-fidelity prototyping, and actionable design recommendations.
At least 8 years of experience in customer experience, user experience, service design, design research, or a related field.
Demonstrated experience leading, mentoring, or training CX, UX, research, or service-design practitioners.
Ability to operate as a leader while personally completing detailed research and design work.
Strong experience planning research, conducting fieldwork, analyzing data, and translating findings into actionable insights.
Advanced experience developing journey maps, service blueprints, personas, workflows, prototypes, and research deliverables.
Strong workshop facilitation, stakeholder engagement, and written, visual, and executive communication skills.
Proficiency with tools such as Figma, FigJam, Miro, or Mural.
Working knowledge of accessibility and inclusive-design practices, including Section 508.
Ability to travel to customer and field locations as needed.
Must be eligible for a government background investigation; U.S. citizens only.
Must reside in the DC Metro Area.

Nice To Haves

Experience in retail, parcel logistics, transportation, delivery, or large-scale customer-service operations.
Experience conducting research in physical, public-facing service environments.
Experience designing services that combine digital interfaces, physical spaces, equipment, employees, and operational support.
Experience supporting federal government customers or working in union environments.
Familiarity with Agile or SAFe practices and tools such as Jira and Confluence.
Experience developing CX measurement frameworks, KPIs, and baseline methods.
Experience with organizational transformation, change management, training, or large-scale technology deployment.
Experience designing interfaces for kiosks, touchscreens, self-service equipment, or other digital experiences that interact with physical devices and environments.
Relevant CX, UX, service design, HCD, accessibility, or Agile certification.

Responsibilities

Lead and mentor a multidisciplinary CX/UX team, establish priorities and quality standards, allocate work, and provide constructive feedback and training.
Remain actively involved in delivery, including research planning, fieldwork, analysis, synthesis, mapping, prototyping, and documentation.
Plan and conduct user and stakeholder research through interviews, observation, surveys, workshops, contextual inquiry, and usability testing.
Collect and synthesize qualitative and quantitative data to identify customer and employee needs, behaviors, pain points, service gaps, and opportunities.
Develop current- and future-state journey maps, service blueprints, personas, process flows, workflows, and experience principles.
Translate research findings into recommendations, requirements, user stories, acceptance criteria, design concepts, and program priorities.
Define end-to-end user experiences for kiosks and other retail technology, including information architecture, navigation, screen flows, interaction patterns, content, error handling, and recovery paths.
Create and test wireframes and interactive prototypes, and translate validated designs into annotated interface requirements, accessibility specifications, acceptance criteria, and implementation guidance for technical teams.
Facilitate stakeholder interviews, workshops, co-design sessions, and design reviews; communicate findings through clear visuals, narratives, and executive presentations.
Define experience measures, data sources, collection methods, and baseline approaches to evaluate customer and employee outcomes.
Coordinate CX activities with program milestones, dependencies, deliverables, and customer reviews.
Maintain traceability between research evidence, experience needs, design decisions, requirements, and intended outcomes.
Integrate accessibility, including Section 508, and applicable federal privacy, security, and records-management requirements into the work.