Service Design Specialist

Overview

LMI is seeking a Service Design Specialist to support the Veterans Affairs (VA) call center transformation and consolidation effort. The candidate filling this position must be proactive, articulate, and comfortable interacting with key government leadership and stakeholders. The work location is remote. 

About LMI 

LMI is a digital solutions company dedicated to accelerating government impact with innovation and speed. For over 60 years, we have delivered integrated capabilities that incorporate emerging technologies tailored to our customers' unique mission needs, backed by objective research and data. Founded in 1961 to help the Department of Defense resolve complex logistics management challenges, LMI continues to enhance operational readiness and resiliency, ensuring mission success for federal civilian and defense agencies. 

Role Summary 

The Service Design Specialist will engage with VA leadership (i.e., VACO, OIT, VEO, and contact center leaders) to help define the vision and roadmap for consolidating VA contact centers, with clear milestones. Using the Magnify HCD framework, the specialist will produce current state documentation and artifacts. The role involves supporting the creation and delivery of key project artifacts under the guidance of senior team members, detailed documentation of current processes, data analysis, and coordination of project phases using the Magnify/HCD rapid discovery approach. 

Responsibilities

• Assist in the documentation and cataloging of core, supporting, and center-specific processes to develop the Business Process Hierarchy (BPH) Model. 

• Support the creation of Current State Value Stream Maps to visualize workflows, cycle times, and identify bottlenecks and inefficiencies. 

• Help in the development of Current State Service Blueprints, mapping frontstage and backstage interactions for high-volume call and digital scenarios. 

• Collaborate with cross-functional teams to ensure accurate data collection and analysis. 

• Work closely with LMI team members to identify redundancies and opportunities for workflow improvements. 

• Maintain project timelines and ensure timely delivery of all assigned deliverables. 

• Prepare reports and presentations for VA leadership and project stakeholders. 

• Provide general administrative and technical support to ensure the smooth operation of project activities. 

Qualifications

• Minimum of 3-5 years of experience in service design (preferably in government), organizational change management, and/or business transformation. 

• Minimum of 2 years of experience in project support, data analysis, or process documentation roles. 

• Bachelor's degree in a related field. 

• Self-motivated, reliable, and dependable with excellent interpersonal and communication skills. 

• Ability to manage multiple tasks and meet deadlines under the supervision of senior management. 

• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint). 

Preferred: 

• Knowledge and experience with government large-scale transformation efforts. 

• Familiarity with Veterans Affairs (VA). 

• Experience with cloud call center technologies (e.g., Genesys, Avaya, NICE). 

• Master's degree or certification in service design. 

• Proficient with design mapping tools (Mural, FigJam, etc.). 

• Knowledge of Human-Centered Design (certification preferred). 

• Familiarity with Agile methodologies, including sprints, stand-ups, and retrospectives. 

• Experience developing Business Process Hierarchy (BPH) Models, Current State Value Stream Maps, and Current State Service Blueprints. 

This position is ideal for a proactive, detail-oriented professional who enjoys working in a fast-paced environment with multiple stakeholders. If you are passionate about service design and organizational change management, we encourage you to apply. 

The target salary range for this position is -$110,000-$155,000.

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.