Senior CX & Service Design Lead - Hybrid (DC Metro)

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

Job summary

LMI Consulting, LLC is seeking an experienced Customer Experience and Service Design Lead in the Tysons, VA area. This hybrid role combines strategic leadership with hands-on research, design work, and team development to advance the Retail and Delivery Modernization Program across nationwide locations.

You will plan and execute research, synthesize findings, develop journey maps and service blueprints, and translate insights into actionable recommendations for kiosks and other retail

Qualifications

• Bachelor’s degree in human-centered design, UX, service design, psychology, anthropology, information science, business, technology, or a related field.
• Portfolio or samples showing research, synthesis, journey mapping, service blueprinting, wireframing, prototyping, and actionable recommendations.
• Eight or more years in customer experience, UX, service design, design research, or related field.
• Experience leading, mentoring, or training CX/UX practitioners.
• Ability to lead while personally completing detailed research and design work.
• Strong experience planning research and translating findings into insights.

Responsibilities

• Lead and mentor a multidisciplinary CX/UX team, set priorities, allocate work, and provide feedback.
• Remain involved in delivery, including 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 current and future state journey maps, service blueprints, personas, processes, and experience principles.
• Translate research into recommendations, user stories, and design concepts.
• Define end-to-end user experience for kiosks and retail tech, including IA, navigation, and screen flows.
• Create wireframes and prototypes and translate designs into interface requirements and accessibility specs.
• Facilitate stakeholder interviews and design reviews; present findings clearly to exec audiences.
• Define experience measures, data sources, and baseline methods to evaluate outcomes.
• Coordinate CX activities with program milestones and customer reviews.
• Maintain traceability from research to outcomes; integrate accessibility and 508 compliance.

Skills

CX leadership

Mentoring

Research planning

Fieldwork

Data synthesis

Journey mapping

Service blueprinting

Stakeholder facilitation

Executive communication

Accessibility

Education

Bachelor’s degree in related field

Tools

Figma

FigJam

Miro

Mural

Job description

LMI Consulting, LLC is seeking an experienced Customer Experience and Service Design Lead in the Tysons, VA area. This hybrid role combines strategic leadership with hands-on research, design work, and team development to advance the Retail and Delivery Modernization Program across nationwide locations.

You will plan and execute research, synthesize findings, develop journey maps and service blueprints, and translate insights into actionable recommendations for kiosks and other retail