CX Business Analyst (Retail Operations Focused)

LMI is seeking a Customer Experience (CX) Business Analyst to support customer and employee experience discovery for a large-scale retail modernization initiative. This role blends human-centered research, journey mapping, and process documentation to help build a clear picture of current service experiences and opportunities for improvement.

The ideal candidate has experience working in or around retail or logistics environments such as UPS, FedEx, or similar customer-facing operations, and can translate observations and interviews into clear experience artifacts. This position works closely with the CX SME, and collaborates with the Technical Modernization SME and Technical Business Analyst to ensure experience insights align with technical 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.

Support and facilitate interviews, observations, and discovery activities with customers, employees, and frontline staff.

• Document current-state customer and employee workflows, including touchpoints, pain points, and operational steps.

• Develop and maintain journey maps, service blueprints, workflow diagrams, personas, and related CX artifacts.

• Assist in synthesizing research findings into themes, insights, opportunity areas, and early-stage requirements.

• Collaborate with the Technical SME and Technical Business Analyst to align experience insights with system capabilities, constraints, and dependencies.

• Contribute to the current-state assessment by documenting experience interactions with Point of Sale (POS), Self-Service Kiosks (SSKs), Mobile Point of Sale (mPOS) devices, ID verification hardware, and other retail systems.

• Support the CX SME with preparation for workshops, co-design sessions, and stakeholder engagement activities.

• Gather and organize research data to support KPI definition, such as wait time, throughput, or self-service usage.

• Produce clear, visually compelling deliverables that communicate research findings and experience insights.

• Maintain organized research documentation, notes, and synthesis assets within the project repository.

Required Qualifications:

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

• A minimum of 3 years of experience supporting CX, HCD, research, service design, or process analysis.

• Experience with or exposure to retail or logistics operations, preferably in environments like UPS, FedEx, Amazon, or similar.

• Basic understanding of retail technology workflows (POS, SSKs, mobile devices, verification tools).

• Demonstrated ability to create journey maps, personas, service blueprints, or similar documentation.

• Strong qualitative research skills (interviewing, observation, note taking, synthesis).

• Strong communication and collaboration skills, especially in cross-functional environments.

• Experience with tools such as Miro, FigJam, Figma, Visio, or similar.

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

Preferred Qualifications:

• Experience participating in site visits, operational walkthroughs, or usability studies.

• Familiarity with Section 508/WCAG or inclusive research practices.

• Experience supporting service or retail modernization initiatives.

• Exposure to KPI development, basic analytics, or CX measurement frameworks.

• Understanding of Agile or Lean methods and collaboration tools (Jira, Confluence).

• Public Trust Holder

• Experience working in logistics, retail, e-commerce, or delivery services is a plus

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.