Service Designer

LMI is seeking a passionate Service Designer with a proven track record of driving user adoption, usability, and behavior change in complex systems to join a high-performing team supporting a government healthcare client. This role focuses on improving the adoption and effectiveness of cutting-edge digital platforms operating within a multidisciplinary team. As a Service Designer, you will play a critical role in delivering measurable outcomes, including seamless integration with stakeholder systems, improved user engagement across technical and non-technical audiences, and sustained alignment with the client mission. This position may be remote.

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.

• Lead or support service design workstreams within broader transformation or implementation engagements centered on client missions.
• Map current and future user journeys, service processes, and ecosystem models to identify gaps and opportunities for improvement across multiple user groups and channels.
• Identify service gaps, inefficiencies, and adoption barriers; translate findings into prioritized recommendations and service improvements.
• Design and execute research approaches (e.g., stakeholder interviews, user interviews, workshops, usability testing).
• Synthesize qualitative and quantitative data into actionable insights, personas, and experience frameworks.
• Collect platform usage data and analytics to refine design and measure success metrics tied to adoption, usability, and user satisfaction.
• Facilitate workshops, co-creation sessions, and design thinking exercises to drive alignment between diverse groups.
• Effectively communicate insights and recommendations to both technical and non-technical stakeholders.
• Partner closely with implementation, product teams, and clients to align service design improvements with change management strategies.
• Collaborate with product, engineering, and implementation teams to ensure solutions are feasible and scalable.
• Contribute to integrated deliverables that connect experience design, communications, and change management.
• Develop prototypes, frameworks, and design concepts to test service improvements and iterate based on feedback from users.
• Balance design rigor with practical implementation considerations.
• Define success metrics tied to adoption, usability, and user outcomes.
• Support operationalizing service improvements and measuring impact.
• Contribute to internal knowledge development, methods, and reusable assets.
• Leverage AI tools and technologies to streamline workflows, improve decision-making, and optimize processes for enhanced productivity and efficiency.

Required

• 4+ years of experience in service design, UX, or experience strategy, preferably in a consulting or client-facing environment.
• Bachelor’s degree in Design, Human-Centered Design, Human-Computer Interaction, or related field (or equivalent experience).
• Demonstrated experience delivering end-to-end service design artifacts (journey maps, service blueprints, user flows) for complex systems.
• Strong user research and synthesis capabilities, including experience working with both qualitative and quantitative data.
• Experience working directly with clients and managing stakeholder relationships.
• Proven ability to facilitate workshops and drive alignment across cross-functional teams
• Strong communication and storytelling skills, including development of executive-ready deliverables.
• Ability to operate effectively in ambiguous, fast-paced environments.
• Fluency in Microsoft Office programs (Word, Excel, PowerPoint, Outlook).

Desired

• Experience supporting digital transformation, platform adoption, or large-scale implementation efforts.
• Familiarity with change management methodologies (e.g., Prosci, ADKAR) and behavior change principles.
• Experience in regulated or public sector environments (e.g., healthcare, government, or federal agencies).
• Proficiency with design and collaboration tools (e.g., Figma, Miro).
• Experience leveraging data analytics to inform design and measure outcomes.
• Exposure to accessibility and inclusive design standards (e.g., WCAG).
• Master’s degree in a relevant discipline.

Target Salary Range: $92,000 - $158,000

Disclaimer: 

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.