LMI · 2 months ago
Business Analyst (Retail Operations Focus)
US-VA-Tysons
Full-time
Onsite
Mid Level
$0/yr - $145K/yr
3+ years expLMI is a consultancy dedicated to powering a future-ready, high-performing government. They are seeking a Business Analyst with a focus on retail operations to support a large-scale retail modernization initiative by improving how people, technology, and operations connect across complex service environments.
AnalyticsConsultingInformation TechnologyLogisticsManagement ConsultingProfessional Services
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
Qualification
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
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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