LMI
Tysons, VA
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...