Overview
LMI is seeking an experienced Customer Experience and Service Design Lead to support the Retail and Delivery Modernization Program for a nationwide parcel logistics and retail organization. This program is modernizing retail technology, operations, and service delivery across thousands of locations while improving the experiences of customers and employees.
This is a hands-on leadership role for an experienced practitioner who can lead and develop a customer experience team while personally performing the detailed work required to move the program forward. The successful candidate will be comfortable shifting between strategy and execution, setting direction, mentoring team members, planning research, conducting fieldwork, synthesizing data, developing journey maps and service blueprints, facilitating stakeholder sessions, and translating findings into actionable recommendations.
The ideal candidate is a collaborative and pragmatic leader who is willing to get into the details, work through ambiguity, and produce high-quality deliverables, not simply direct the work of others. Candidate must reside in the DC Metro Area, as this position is a hybrid position.
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.