Overview

LMI is seeking an Experience Researcher to support client experience discovery for a US Army modernization initiative. This role is focused on hands-on, field-based research and operational experience documentation, translating business process workflows into clear, system-ready experience artifacts that inform technology, process, and policy decisions.Working alongside senior design and CX leadership, this position emphasizes on-site observation, detailed workflow analysis, and design-to-build translation. The ideal candidate is comfortable operating in federal government environments, documenting real-world behaviors and constraints, and collaborating closely with technical teams to ensure experience insights are grounded in operational and system realities.

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. Headquartered in Tysons, Virginia, we deliver impactful results that strengthen missions and drive lasting value across the defense, space, healthcare, and energy sectors.

This position is remote (NCR preferred), with occasional travel to Aberdeen, MD. A Secret clearance is required.

Responsibilities

The Experience Researcher will serve as a SME consultant, applying analytical rigor and structured methods to help the Army define requirements and make critical IT investment decisions. Duties include:

• Conduct in-person and virtual interviews, observations, and discovery activities with client staff functions for a US Army Command Headquarters.
• Document current-state customer and employee workflows, including step-by-step tasks, handoffs, exceptions, pain points, and operational constraints.
• Develop and maintain journey maps, workflow diagrams, service blueprints, personas, and related CX artifacts that reflect real-world retail operations.
• Translate field insights into clear, system-ready experience documentation, including workflow annotations, user stories, and experience requirements.
• Collaborate closely with the Technical Modernization SME and Technical Business Analyst to align experience findings with system capabilities, dependencies, and constraints.
• Support the current-state assessment by documenting how headquarter staff manage data and process
• Assist in synthesizing research findings into themes, insights, risks, and opportunity areas that inform modernization priorities.
• Support CX leadership in preparing for workshops, working sessions, pilot readiness activities, and stakeholder engagements.
• Gather, organize, and maintain research data and documentation within the project repository to support traceability and reuse.
• Produce clear, visually compelling deliverables that communicate findings to technical, operational, and executive audiences.

Qualifications

• Bachelor’s degree in Human-Centered Design, Service Design, Psychology, Systems Engineering, Industrial Engineering, or a related field.
• 5+ years of experience supporting customer experience, service design, UX research, process analysis, or operational discovery efforts.
• Experience conducting field-based research or on-site observations in retail, logistics, or other high-volume, customer-facing service environments.
• Demonstrated ability to create detailed workflow documentation, journey maps, service blueprints, or similar experience artifacts.
• Strong qualitative research skills, including interviewing, observation, note-taking, and synthesis.
• Ability to collaborate effectively in cross-functional environments with design, technical, and operational stakeholders.
• Experience using tools such as Figma, FigJam, Miro, Mural, Visio, or similar.

• Secret clearance required.

The target salary range is up to $175,000

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.