Customer Experience and Service Design Lead

LMI is seeking an experienced Customer Experience and Service Design Lead to support the Retail and Delivery Modernization Program for a nationwide parcel logistics and retail organization. This program is modernizing retail technology, operations, and service delivery across thousands of locations while improving the experiences of customers and employees. This is a hands-on leadership role for an experienced practitioner who can lead and develop a customer experience team while personally performing the detailed work required to move the program forward. The successful candidate will be comfortable shifting between strategy and execution, setting direction, mentoring team members, planning research, conducting fieldwork, synthesizing data, developing journey maps and service...