Customer Experience and Service Design Lead

LMI Consulting, LLC; Tysons (VA); Hybrid; USD 160,000 - 180,000; Full time

Job summary

LMI Consulting, LLC is seeking an experienced Customer Experience and Service Design Lead in the Tysons, VA area. This hybrid role combines strategic leadership with hands-on research, design work, and team development to advance the Retail and Delivery Modernization Program across nationwide locations.

You will plan and execute research, synthesize findings, develop journey maps and service blueprints, and translate insights into actionable recommendations for kiosks and other retail

Qualifications

• Bachelor’s degree in human-centered design, UX, service design, psychology, anthropology, information science, business, technology, or a related field.
• Portfolio or samples showing research, synthesis, journey mapping, service blueprinting, wireframing, prototyping, and actionable recommendations.
• Eight or more years in customer experience, UX, service design, design research, or related field.
• Experience leading, mentoring, or training CX/UX practitioners.
• Ability to lead while personally completing detailed research and design work.
• Strong experience planning research and translating findings into insights.

Responsibilities

• Lead and mentor a multidisciplinary CX/UX team, set priorities, allocate work, and provide feedback.
• Remain involved in delivery, including research planning, fieldwork, analysis, synthesis, mapping, prototyping, and documentation.
• Plan and conduct user and stakeholder research via interviews, observation, surveys, workshops, and usability testing.
• Synthesize data to identify customer and employee needs, pain points, and opportunities.
• Develop current and future state journey maps, service blueprints, personas, processes, and experience principles.
• Translate research into recommendations, user stories, and design concepts.
• Define end-to-end user experience for kiosks and retail tech, including IA, navigation, and screen flows.
• Create wireframes and prototypes and translate designs into interface requirements and accessibility specs.
• Facilitate stakeholder interviews and design reviews; present findings clearly to exec audiences.
• Define experience measures, data sources, and baseline methods to evaluate outcomes.
• Coordinate CX activities with program milestones and customer reviews.
• Maintain traceability from research to outcomes; integrate accessibility and 508 compliance.

Skills

CX leadership

Mentoring

Research planning

Fieldwork

Data synthesis

Journey mapping

Service blueprinting

Stakeholder facilitation

Executive communication

Accessibility

Education

Bachelor’s degree in related field

Tools

Figma

FigJam

Miro

Mural

Job description

Customer Experience and Service Design Lead

Job Locations

US-VA-Tysons

Overview

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.

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.

Qualifications

Required

• 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

Preferred

• 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.

Target Salary Range: $160,000 - $180,000

Disclaimer:

The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.

LMI is an Equal Opportunity Employer. LMI is committed to the fair treatment of all and to our policy of providing applicants and employees with equal employment opportunities. LMI recruits, hires, trains, and promotes people without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, disability, age, protected veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local law. If you are a person with a disability needing assistance with the application process, please contact [e-mail]

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.