Customer Experience and Service Design Lead

Role Overview

LMI is seeking an experienced Customer Experience and Service Design Lead to support the Retail and Delivery Modernization Program. 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.

What You Will Do

Lead and mentor a multidisciplinary CX/UX team, establish priorities and quality standards, allocate work, and provide constructive feedback and training. Remain actively involved in delivery, including research planning, fieldwork, analysis, synthesis, mapping, prototyping, and documentation.

Why It Might Be a Fit

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.

Requirements

• Bachelor’s degree in human-centered design, UX, service design, psychology, anthropology, information science, business, technology, or a related field
• 8 (eight) or more years of experience in customer experience, user experience, service design, design research, or a related field
• Demonstrated experience leading, mentoring, or training CX, UX, research, or service-design practitioners
• Ability to operate as a leader while personally completing detailed research and design work
• Strong experience planning research, conducting fieldwork, analyzing data, and translating findings into actionable insights
• Advanced experience developing journey maps, service blueprints, personas, workflows, prototypes, and research deliverables
• Strong workshop facilitation, stakeholder engagement, and written, visual, and executive communication skills
• Proficiency with tools such as Figma, FigJam, Miro, or Mural
• Working knowledge of accessibility and inclusive-design practices, including Section 508
• Ability to travel to customer and field locations as needed
• Eligible for government background investigation; U.S. citizens only

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or other retirement plan
• Paid time off
• Stock options
• Flexible work arrangements