Customer Experience and Service Design Lead

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. This program is modernizing retail technology, operations, and service delivery across thousands of locations while improving the experiences of customers and employees.

This is a hands-on leadership role for an experienced practitioner who can lead and develop a customer experience team while personally performing the detailed work required to move the program forward. The successful candidate will be comfortable shifting 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 ideal candidate is a collaborative and pragmatic leader who is willing to get into the details, work through ambiguity, and produce high-quality deliverables , not simply direct the work of others. Candidate must reside in the DC Metro Area, as this position is a hybrid position.

LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.

Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors—helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.

• 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.

• 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, wire framing, high fidelity prototyping, and actionable design recommendations.
• 8 (eight) or more years of experience in customer experience, user experience, service design, design research, or a related field.
• Demonstrated experience leading, mentoring, or…