Retail Experience & Service Design Analyst

LMI Consulting, LLC; Tysons (VA); Hybrid; USD 80,000 - 100,000; Full time

Job summary

LMI is seeking a Service Design Analyst to support a large-scale retail modernization initiative in Tysons, VA. The role blends human-centered design, process analysis, and experience strategy to improve how people, technology, and operations connect across complex service environments.

The ideal candidate has experience with POS or retail systems, facilitates workshops that translate insights into measurable business and technology outcomes, and can define experience roadmaps and KPI

Qualifications

• Bachelor's degree in a relevant field.
• 3+ years applying human-centered or service design in complex environments.
• Experience facilitating co-design workshops and journey mapping with diverse stakeholders.
• Knowledge of POS or retail system workflows and customer support operations.
• Ability to create journey maps, service blueprints, and KPI frameworks.
• Strong analytical ability linking qualitative research to quantitative data.
• Excellent communication and collaboration skills.
• Familiarity with Agile/Lean methods and tools (Jira, Confluence, SharePoint).
• U.S. citizenship and eligibility for government background investigation.

Responsibilities

• Facilitate stakeholder interviews and workshops to uncover needs and align priorities.
• Analyze current-state workflows, system interactions, and user experiences to identify gaps.
• Develop journey maps, service blueprints, and process models across channels and technologies.
• Define and track experience and operational KPIs such as wait time and uptime.
• Translate insights into actionable business and system requirements for modernization.
• Support creation of experience roadmaps and business cases linking design to outcomes.
• Collaborate with UX, service design, and technical teams to ensure human-centered, feasible deliverables.
• Create visual reports and presentations communicating insights to leadership.
• Ensure deliverables meet accessibility, security, and data integrity standards.

Skills

Human-centered design

Workshop facilitation

Journey mapping

KPI frameworks

POS familiarity

Agile/Lean

Collaboration tools

Education

Bachelor's degree

Tools

FigJam

Figma

Jira

Confluence

SharePoint

Job description

LMI is seeking a Service Design Analyst to support a large-scale retail modernization initiative in Tysons, VA. The role blends human-centered design, process analysis, and experience strategy to improve how people, technology, and operations connect across complex service environments.

The ideal candidate has experience with POS or retail systems, facilitates workshops that translate insights into measurable business and technology outcomes, and can define experience roadmaps and KPI