Customer Experience & Service Design Lead (Hybrid, DC)

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

Job summary

LMI is seeking an experienced Customer Experience and Service Design Lead to guide the Retail and Delivery Modernization program. You will lead and grow a CX/UX team while personally delivering critical research and design work across strategy and execution.

The role requires strong collaboration, field research, and the ability to translate findings into actionable requirements for retail technology deployments.

Qualifications

• Bachelor's degree in human-centered design, UX, service design, psychology, anthropology, information science, business, technology, or a related field.
• Portfolio or work samples demonstrating research, synthesis, journey mapping, service blueprinting, wireframing, high fidelity prototyping, and actionable design recommendations.
• 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.
• Eligible for government background investigation; U.S. citizens only

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.

Skills

CX leadership

Mentoring teams

Research planning

Fieldwork

Data synthesis

Journey mapping

Service blueprinting

Wireframing

Prototyping

Communications

Accessibility

Travel readiness

Education

Bachelor's degree in human-centered design/UX/service design/related field

Tools

Figma

FigJam

Miro

Mural

Job description

LMI is seeking an experienced Customer Experience and Service Design Lead to guide the Retail and Delivery Modernization program. You will lead and grow a CX/UX team while personally delivering critical research and design work across strategy and execution.

The role requires strong collaboration, field research, and the ability to translate findings into actionable requirements for retail technology deployments.