LMI is seeking an experienced Sr. Service Designer to help revolutionize customer experiences (CX) with the Social Security Administration. This individual will work as part of a cross-functional team, providing service design, user experience (UX), human centered design (HCD) support, through research, analysis, and recommendation activities associated with this transformation initiative. We are seeking a self-starter with expert consulting skills and experience spanning CX, UX, process improvement, and human centered design domains.

At LMI, we’re reimagining the path from insight to outcome at The New Speed of Possible™. Combining a legacy of over 60 years of federal expertise with our innovation ecosystem, we minimize time to value and accelerate mission success. We energize the brightest minds with emerging technologies to inspire creative solutioning and push the boundaries of capability. Founded in 1961 to help the Department of Defense resolve complex logistics management challenges, LMI continues to enable growth and transformation, enhance operational readiness and resiliency, and ensure mission success for federal civilian and defense agencies.

LMI has been named a 2024 #TopWorkplace in the BuiltIn Workplaces! We are honored to be recognized as a company that values a people-centered culture, and we are grateful to our employees for making this possible!

Responsibilities:

• Conduct UX discovery activities to understand stakeholder needs and pain points.
• Facilitate human-centered design workshops to engage large stakeholder communities in UX research and design activities.
• Develop detailed user personas and journey maps to illustrate stakeholder experiences from recruitment to retirement.
• Create comprehensive service blueprints that map out the entire service process, including front-stage and back-stage activities, systems, and touchpoints to ensure alignment between user experiences and organizational processes.
• Identify opportunities for improvement within existing processes and experiences.
• Design business processes and services to improve user experiences based on research findings.
• Prototype and test service solutions to validate assumptions and refine service offerings based on user feedback and iterative design processes.
• Collaborate with cross-functional teams, including IT, HR, Operations, and Marketing, to ensure a cohesive approach to service design that spans all relevant departments.
• Collect and analyze user feedback to inform recommendations for system and process improvements.
• Contribute to the development of an agency-wide UX initiative strategy, governance, and organizational framework.
• Document and communicate service design artifacts, such as service blueprints, journey maps, and process flows, to clearly convey design solutions to stakeholders.
• Align service design initiatives with overall business objectives and key performance indicators (KPIs).
• Champion service design thinking within the organization, leading workshops and training sessions to build capacity and understanding among staff.

Qualifications:

Required:

• Bachelor’s degree in Human-Centered Design, UX Design, Psychology, Sociology, Organizational Psychology, Information Technology, Business, Public Administration, Employee Relations, or a related field.
• 10+ years of experience in service design, UX or related role.
• Understanding of UX frameworks and best practices.
• Knowledge of UX research methodologies and tools.
• Strong analytical skills with the ability to translate research findings into actionable insights.
• Proficiency in whiteboarding and other virtual design and collaboration tools (e.g., Mural, Miro, FigJam).
• Excellent communication and collaboration skills.
• Certification in UX or Human-Centered Design.
• Ability to work in a fast-paced, dynamic environment.

Preferred:

• Experience in the public sector or working with government agencies.
• Proficiency in design and prototyping tools (e.g., Sketch, Figma, AdobeXD)
• Experience with Service Design in Complex Systems: Experience designing services within large, complex systems or organizations, particularly where multiple stakeholders and service layers are involved.
• Knowledge of Change Management Principles: Familiarity with change management principles and practices, especially in the context of service design and organizational transformation.
• Experience with Data-Driven Design: Experience leveraging data analytics and performance metrics to inform and optimize service design decisions.
• Familiarity with Emerging Technologies: Understanding of emerging technologies (e.g., AI, automation, IoT) and how they can be integrated into service design to enhance user experiences.