Business Analyst (Retail Operations Focus)

LMI is seeking a Service Design Analyst to support a large-scale retail modernization initiative. This role blends human-centered design, process analysis, and experience strategy to improve how people, technology, and operations connect across complex service environments.

The ideal candidate has experience with point-of-sale (POS) or other retail systems, understands customer and employee journeys, and excels at facilitating workshops that turn insights into measurable business and technology outcomes.

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. LMI advances the pace of progress, enabling our customers to thrive while adapting to evolving mission needs.

LMI is a consultancy dedicated to powering a future-ready, high-performing government, drawing from expertise in digital and analytic solutions, logistics, and management advisory services. We deliver integrated capabilities that incorporate emerging technologies and are tailored to customers' unique mission needs, backed by objective research and data analysis. 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!

Facilitate stakeholder interviews, co-design sessions, and workshops to uncover needs and align priorities.
• Conduct discovery and analysis of current-state workflows, system interactions, and user experiences to identify gaps and opportunities.
• Develop journey maps, service blueprints, and process models showing how customers and employees interact across channels and technologies.
• Define and track experience and operational KPIs such as wait time, uptime, and resolution rate.
• Translate insights into clear, actionable business and system requirements that inform modernization planning.
• Support creation of experience roadmaps and business cases, linking design improvements to measurable outcomes.
• Collaborate with UX, service design, and technical teams to ensure requirements are human-centered, feasible, and measurable.
• Create visual reports and presentations that communicate insights and recommendations effectively to leadership.
• Ensure all deliverables adhere to accessibility, security, and data integrity standards.

Required:

• Bachelor's degree in Human-Centered Design, Psychology, Systems Engineering, Interaction Design, Industrial Design, Human Factors, or a related field.
• 3+ years of experience applying human-centered or service design methods in complex operational or technology-enabled environments.
• Proven experience facilitating co-design workshops, journey mapping, or requirements-gathering sessions with diverse stakeholder groups.
• Demonstrated knowledge of POS or retail system workflows, including transaction management and customer support operations.
• Skilled in developing journey maps, service blueprints, and KPI frameworks using tools such as FigJam, or Figma.
• Strong analytical ability to connect qualitative research with quantitative performance data.
• Excellent communication and collaboration skills, with the ability to translate complex findings into clear narratives.
• Familiarity with Agile/Lean methods and collaboration tools (Jira, Confluence, SharePoint, or equivalent).
• U.S. citizenship and eligibility for a government background investigation.

Preferred:

• Experience supporting service or retail modernization initiatives involving technology transformation.
• Familiarity with accessibility (Section 508/WCAG) and inclusive design best practices.
• Exposure to emerging technologies such as automation, AI, or IoT in service environments.
• Experience linking experience metrics (wait time, satisfaction, resolution rate) to operational or financial outcomes.

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.

The target salary range for this position is up to $145,000.