Service Design Analyst (Retail Operations Focus)

Overview

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.

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.

Qualifications

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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Job Locations

US-VA-Tysons