Retail Service Design Analyst – Customer Experience

LMI

Tysons (VA)

On-site

USD 80,000 - 100,000

Full time

14 days+

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

LMI is seeking a Service Design Analyst to support a large-scale retail modernization initiative in Tysons, Virginia. The role blends human-centered design with process analysis to improve how customers, employees, and technology interact across channels.

The ideal candidate has POS/retail system experience and excels at turning insights into measurable business and tech outcomes. With a legacy of federal expertise, LMI drives mission success by delivering analytics, digital solutions, and

Qualifications

Bachelor’s degree in Human-Centered Design, Psychology, Systems Engineering, Interaction Design, Industrial Design, Human Factors, or a related field.
3+ years of experience applying human-centered or service design methods in complex operational or technology-enabled environments.
Proven experience facilitating co-design workshops, journey mapping, or requirements-gathering sessions with diverse stakeholder groups.
Demonstrated knowledge of POS or retail system workflows, including transaction management and customer support operations.
Skilled in developing journey maps, service blueprints, and KPI frameworks using tools such as FigJam, or Figma.
Strong analytical ability to connect qualitative research with quantitative performance data.
Excellent communication and collaboration skills, with the ability to translate complex findings into clear narratives.
Familiarity with Agile/Lean methods and collaboration tools (Jira, Confluence, SharePoint, or equivalent).
U.S. citizenship and eligibility for a government background investigation.

Responsibilities

Facilitate stakeholder interviews, co-design sessions, and workshops to uncover needs and align priorities.
Conduct discovery and analysis of current-state workflows, system interactions, and user experiences to identify gaps and opportunities.
Develop journey maps, service blueprints, and process models showing how customers and employees interact across channels and technologies.
Define and track experience and operational KPIs such as wait time, uptime, and resolution rate.
Translate insights into clear, actionable business and system requirements that inform modernization planning.
Support creation of experience roadmaps and business cases, linking design improvements to measurable outcomes.
Collaborate with UX, service design, and technical teams to ensure requirements are human-centered, feasible, and measurable.
Create visual reports and presentations that communicate insights and recommendations effectively to leadership.
Ensure all deliverables adhere to accessibility, security, and data integrity standards.