Customer Experience SME

LMI is seeking an experienced and highly skilled Human-Centered Design (HCD) Practitioner 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. 

The ideal candidate will have an advanced degree, relevant industry certifications, and 10+ years of experience in HCD within Agile project environments. The HCD Practitioner will be responsible for embedding HCD discovery practices in all research efforts with stakeholders, training team members in HCD practices, and leveraging HCD tools to ensure client, user, and participant experiences are prioritized throughout the project lifecycle. 

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!  

HCD Discovery and Research:  

• Embed human-centered design discovery practices in all research efforts with stakeholders.  

• Conduct user research, including interviews, surveys, and usability testing, to gather insights.  

• Synthesize research findings into actionable insights and design recommendations.  

Training and Mentoring:  

• Train and mentor team members in human-centered design (HCD) practices.  

• Foster a culture of HCD within the organization, promoting best practices and continuous learning.  

Stakeholder Collaboration:  

• Collaborate with stakeholders to understand their needs, goals, and pain points.  

• Facilitate workshops and co-design sessions to engage stakeholders in the design process.  

Design and Prototyping:  

• Leverage HCD tools and practices to develop user-centered design solutions.  

• Create wireframes, prototypes, and user journey maps to communicate design concepts.  

• Iterate on designs based on user feedback and usability testing results.  

Agile Project Involvement:  

• Work within Agile project teams to integrate HCD practices throughout the project lifecycle.  

• Ensure that user-centered design principles are considered in all project phases.  

Client and User Experience:  

• Advocate for the needs and experiences of clients, users, and participants.  

• Ensure that all design solutions enhance the overall user experience.  

Documentation and Reporting:  

• Document research findings, design processes, and outcomes.  

• • Prepare and present reports, presentations, and design artifacts to stakeholders.  

 Qualifications (): 

• Advanced degree in Design, Human-Computer Interaction, Psychology, or a related field.  

• 10+ years of experience in human-centered design, with a focus on Agile projects.  

• Relevant industry certifications (e.g., Certified Usability Analyst, UX Certification) are highly desirable.  

• Proven experience conducting user research and applying HCD methodologies.  

• Strong proficiency in design and prototyping tools (e.g., Sketch, Figma, Adobe XD).  

• Exceptional communication, presentation, and facilitation skills.  

• Ability to train and mentor team members in HCD practices.  

• Strong organizational and project management skills.  

• Ability to work collaboratively in a fast-paced, dynamic environment.  

Qualifications (Preferred):  

• Experience with service design and systems thinking.  

• Familiarity with accessibility standards and inclusive design principles.  

• Understanding of change management principles and practices.