CX & Service Design Lead — Hybrid (DC Area)

LMI Technologies; Tysons (VA); Hybrid; USD 140.000 - 180.000; Vollzeit

Zusammenfassung

LMI Technologies seeks an experienced Customer Experience and Service Design Lead to support the Retail and Delivery Modernization Program nationwide. This hybrid role blends strategy and hands-on work, shaping research, journey maps, service blueprints, and actionable recommendations for thousands of locations.

The ideal leader mentors a CX/UX team, executes field research, synthesizes data into insights, and translates findings into user stories and design concepts for retail technology and

Qualifikationen

• Bachelor's degree or equivalent experience in human-centered design, UX, service design, psychology, anthropology, information science, business, technology, or related field.
• Portfolio demonstrating research, synthesis, journey mapping, service blueprinting, wireframes, and high-fidelity prototyping.

Aufgaben

• Lead and mentor a multidisciplinary CX/UX team; set priorities, maintain quality standards, allocate work, and train staff.
• Remain actively involved in delivery across research planning, fieldwork, analysis, synthesis, mapping, prototyping, and documentation.
• Plan and conduct user and stakeholder research via interviews, observation, surveys, workshops, contextual inquiry, and usability testing.
• Synthesize qualitative and quantitative data to identify customer and employee needs, pain points, and opportunities.
• Develop current- and future-state journey maps, service blueprints, personas, workflows, and experience principles.
• Translate research into recommendations, requirements, user stories, acceptance criteria, design concepts, and program priorities.
• Define end-to-end user experience for kiosks and retail tech; information architecture, navigation, screen flows, interaction patterns, content, errors, recovery.
• Create and test wireframes and prototypes; translate designs into interface specs and implementation guidance for tech teams.
• Facilitate stakeholder interviews/workshops/co-design; communicate findings via visuals, narratives, and exec presentations.
• Define experience measures, data sources, and baselines to evaluate outcomes.
• Coordinate CX activities with program milestones and reviews.
• Maintain traceability between research evidence and outcomes.
• Integrate accessibility and federal requirements such as Section 508 into work.

Kenntnisse

Leadership

Workshop facilitation

Research planning

Fieldwork

Data synthesis

Journey mapping

Service blueprints

Experience with accessibility

Communication (written, visual, exec)

Travel willingness

Ausbildung

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

Tools

Figma

FigJam

Miro

Mural

Jobbeschreibung

LMI Technologies seeks an experienced Customer Experience and Service Design Lead to support the Retail and Delivery Modernization Program nationwide. This hybrid role blends strategy and hands-on work, shaping research, journey maps, service blueprints, and actionable recommendations for thousands of locations.

The ideal leader mentors a CX/UX team, executes field research, synthesizes data into insights, and translates findings into user stories and design concepts for retail technology and