Hybrid CX & Service Design Lead for Retail Delivery

Service Design Jobs

Virginia

Hybrid

USD 160,000 - 180,000

Full time

14 days+

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

LMI is seeking an experienced Customer Experience and Service Design Lead to advance the Retail and Delivery Modernization Program for a nationwide parcel logistics and retail organization. This role blends strategy with hands-on delivery, guiding a CX/UX team while personally producing research, journey maps, and service blueprints.

The ideal candidate collaborates across stakeholders, mentors teammates, and translates insights into actionable recommendations.

Qualifications

8+ years of experience in customer experience, user experience, service design, 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.

Responsibilities

Lead and mentor a multidisciplinary CX/UX team, establish priorities and quality standards, allocate work, and provide feedback and training.
Stay actively involved in delivery: 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 journey maps, service blueprints, personas, workflows, and experience principles.
Translate research into recommendations, requirements, user stories, and design concepts.
Define end-to-end user experience for kiosks and retail tech including IA, navigation, flows.
Create and test wireframes and prototypes; translate into annotated specs for tech teams.
Facilitate stakeholder sessions; communicate findings via visuals and executive briefs.