LMI · 2 months ago
CX Business Analyst (Retail Operations Focused)
US-DC-Washington, DC
Full-time
Onsite
Mid Level
$90K/yr - $153K/yr
3+ years expLMI is a digital solutions provider dedicated to accelerating government impact with innovation and speed. They are seeking a Customer Experience (CX) Business Analyst to support customer and employee experience discovery for a large-scale retail modernization initiative.
AnalyticsConsultingInformation TechnologyLogisticsManagement ConsultingProfessional Services
No H1B
U.S. Citizen Only
Responsibilities
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
Qualification
Required
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
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
Company
LMI
LMI is a consulting firm dedicated to improving the management of government.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$0.25MKey Investors
Mission Daybreak
2022-09-19Grant· $0.25M
2022-07-12Private Equity
2020-12-21Acquired
Leadership Team
Joshua Wilson
Chief Executive Officer
Recent News
Washington Technology
2025-10-03
2025-10-02
Washington Technology
2025-08-09
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