Service Design Analyst (Retail Operations Focus)

LMI is seeking a Service Design Analyst to support a large-scale retail modernization initiative. This 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 point-of-sale (POS) or other retail systems, understands customer and employee journeys, and excels at facilitating workshops that turn insights into measurable business and technology outcomes.

LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.

Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors-helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.

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.

Qualifications (Required):

• 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.

Qualifications (Preferred):

• Experience supporting service or retail modernization initiatives involving technology transformation.
• Familiarity with accessibility (Section 508/WCAG) and inclusive design best practices.
• Exposure to emerging technologies such as automation, AI, or IoT in service environments.
• Experience linking experience metrics (wait time, satisfaction, resolution rate) to operational or financial outcomes.

Target Salary Range: $80,000 - 100,000

Final compensation will be determined by a variety of factors including but not limited to your skills, experience, education, and/or certifications.

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