Retail Systems Service Designer

LMI is seeking a Retail Systems Service Designer to support customer and employee experience discovery for a large-scale USPS retail technology modernization initiative. This role is focused on hands-on, field-based research and operational experience documentation, translating frontline retail workflows into clear, system-ready experience artifacts that inform technology, process, and policy decisions.

Working alongside senior design and CX leadership, this position emphasizes on-site observation, detailed workflow analysis, and design-to-build translation. The ideal candidate is comfortable operating in live retail environments, documenting real-world behaviors and constraints, and collaborating closely with technical teams to ensure experience insights are grounded in operational and system realities.

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.

* Conduct in-person interviews, observations, and discovery activities with customers, clerks, postmasters, and frontline staff in USPS retail environments.

* Document current-state customer and employee workflows, including step-by-step tasks, handoffs, exceptions, pain points, and operational constraints.

* Capture time-on-task, wait time, throughput, and service variability across counter service, self-service kiosks (SSKs), and mobile point-of-sale (mPOS) interactions.

* Develop and maintain journey maps, workflow diagrams, service blueprints, personas, and related CX artifacts that reflect real-world retail operations.

* Translate field insights into clear, system-ready experience documentation, including workflow annotations, user stories, and experience requirements.

* Collaborate closely with the Technical Modernization SME and Technical Business Analyst to align experience findings with system capabilities, dependencies, and constraints.

* Support the current-state assessment by documenting how customers and employees interact with retail technologies such as POS systems, SSKs, mPOS devices, ID verification tools, printers, scanners, and related hardware.

* Assist in synthesizing research findings into themes, insights, risks, and opportunity areas that inform modernization priorities.

* Support CX leadership in preparing for workshops, working sessions, pilot readiness activities, and stakeholder engagements.

* Gather, organize, and maintain research data and documentation within the project repository to support traceability and reuse.

* Produce clear, visually compelling deliverables that communicate findings to technical, operational, and executive audiences.

Required Qualifications:

* Bachelor's degree in Human-Centered Design, Service Design, Psychology, Systems Engineering, Industrial Engineering, or a related field.

* 3+ years of experience supporting customer experience, service design, UX research, process analysis, or operational discovery efforts.

* Experience conducting field-based research or on-site observations in retail, logistics, or other high-volume, customer-facing service environments.

* Working knowledge of retail or service workflows, such as transaction processing, queue management, exception handling, or frontline service delivery.

* Demonstrated ability to create detailed workflow documentation, journey maps, service blueprints, or similar experience artifacts.

* Strong qualitative research skills, including interviewing, observation, note-taking, and synthesis.

* Ability to collaborate effectively in cross-functional environments with design, technical, and operational stakeholders.

* Experience using tools such as Figma, FigJam, Miro, Mural, Visio, or similar.

* U.S. citizenship and eligibility for a government background investigation.

Preferred Qualifications:

* Experience supporting retail or logistics operations in environments such as USPS, UPS, FedEx, Amazon, or similar organizations.

* Familiarity with POS systems, self-service kiosks, mobile devices, or hardware-constrained user experiences.

* Experience with time-and-motion studies, service throughput analysis, or operational efficiency assessment.

* Exposure to Agile or Lean delivery environments, including collaboration tools such as Jira and Confluence.

* Familiarity with Section 508 / WCAG considerations or inclusive research practices.

* Experience supporting pilot deployments, test events, or operational readiness activities.

* Active or prior Public Trust clearance.

Target salary range: $90,000 - $153,000. Final compensation will be determined by a variety of factors including but not limited to your skills, experience, education, and/or certifications.

The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.