Customer Experience and Service Design Lead
About The Position
LMI is seeking an experienced Customer Experience and Service Design Lead to support the 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 leads and develops a customer experience team while personally performing detailed research and design work. The role shifts between strategy and execution, setting direction, mentoring team members, planning and conducting research, synthesizing data, developing journey maps and service blueprints, facilitating stakeholder sessions, and translating findings into actionable recommendations. The successful candidate is collaborative and pragmatic, comfortable working through ambiguity, and willing to produce high-quality deliverables as well as lead others. The position is hybrid and requires the candidate to reside in the DC Metro Area. Travel to customer and field locations may be required. LMI is a digital solutions provider supporting government impact through technology, innovation, and federal deployment expertise. Headquartered in Tysons, Virginia, LMI serves the defense, space, healthcare, and energy sectors.
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.
- Eight or more 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.
- Eligible for 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 the end-to-end user experience 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, then 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
