Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Logistics Management Institute (LMI)

Location: Remote (United States)

Job Type: Other

Category: Service Design / UX / Experience Strategy

Date Posted: April 15, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: Fully Remote

🚀 Role Summary

• Drive user adoption and behavior change within complex digital platforms for a government healthcare client.

• Lead service design workstreams, mapping current and future user journeys to identify and address gaps.

• Synthesize qualitative and quantitative data to create actionable insights, personas, and experience frameworks.

• Collaborate with cross-functional teams, including product, engineering, and implementation, to ensure scalable and feasible solutions.

• Leverage AI tools and technologies to enhance productivity and optimize processes for improved efficiency.

📝 Enhancement Note: While the title is "Service Designer," the responsibilities and qualifications strongly align with a User Experience (UX) or Experience Strategy role focused on driving adoption and measurable outcomes within complex government/healthcare systems. The emphasis on "behavior change," "platform adoption," and "client mission alignment" suggests a strategic, outcome-oriented approach rather than purely aesthetic or interface design.

📈 Primary Responsibilities

• Lead or support service design workstreams within broader transformation or implementation engagements centered on client missions.

• Map current and future user journeys, service processes, and ecosystem models to identify gaps and opportunities for improvement across multiple user groups and channels.

• Identify service gaps, inefficiencies, and adoption barriers; translate findings into prioritized recommendations and service improvements.

• Design and execute research approaches (e.g., stakeholder interviews, user interviews, workshops, usability testing).

• Synthesize qualitative and quantitative data into actionable insights, personas, and experience frameworks.

• Collect platform usage data and analytics to refine design and measure success metrics tied to adoption, usability, and user satisfaction.

• Facilitate workshops, co-creation sessions, and design thinking exercises to drive alignment between diverse groups.

• Effectively communicate insights and recommendations to both technical and non-technical stakeholders.

• Partner closely with implementation, product teams, and clients to align service design improvements with change management strategies.

• Collaborate with product, engineering, and implementation teams to ensure solutions are feasible and scalable.

• Contribute to integrated deliverables that connect experience design, communications, and change management.

• Develop prototypes, frameworks, and design concepts to test service improvements and iterate based on feedback from users.

• Balance design rigor with practical implementation considerations.

• Define success metrics tied to adoption, usability, and user outcomes.

• Support operationalizing service improvements and measuring impact.

• Contribute to internal knowledge development, methods, and reusable assets.

• Leverage AI tools and technologies to streamline workflows, improve decision-making, and optimize processes for enhanced productivity and efficiency.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design, user research, stakeholder management, and a strong focus on measurable outcomes and practical implementation. The mention of "AI tools and technologies" indicates a forward-thinking approach to process optimization within the service design function.

🎓 Skills & Qualifications

Education: Bachelor’s degree in Design, Human-Centered Design, Human-Computer Interaction, or a related field (or equivalent experience). A Master’s degree in a relevant discipline is desired.

Experience: 4+ years of experience in service design, UX, or experience strategy, preferably in a consulting or client-facing environment. Experience supporting digital transformation, platform adoption, or large-scale implementation efforts is desired.

Required Skills:

• Expert proficiency in service design methodologies, including journey mapping, service blueprints, and user flows for complex systems.

• Strong user research and synthesis capabilities, adept at working with both qualitative and quantitative data to derive actionable insights.

• Proven experience in stakeholder management and client relationship building within consulting or client-facing roles.

• Demonstrated ability to facilitate workshops, co-creation sessions, and design thinking exercises to drive cross-functional team alignment.

• Excellent communication and storytelling skills, with a track record of developing executive-ready deliverables.

• Ability to operate effectively and deliver results in ambiguous, fast-paced environments.

Preferred Skills:

• Familiarity with change management methodologies such as Prosci or ADKAR, and principles of behavior change.

• Experience in regulated or public sector environments, specifically healthcare, government, or federal agencies.

• Proficiency with modern design and collaboration tools like Figma and Miro.

• Experience leveraging data analytics to inform design decisions and measure outcomes.

• Exposure to accessibility and inclusive design standards, such as WCAG.

📝 Enhancement Note: The "Required" skills emphasize core service design competencies and client-facing capabilities. "Preferred" skills point towards a need for experience in government/healthcare sectors and proficiency with specific modern design tools, indicating a desire for candidates who can hit the ground running in complex, regulated environments.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A robust portfolio showcasing end-to-end service design artifacts for complex systems, including journey maps, service blueprints, and user flows, demonstrating impact on user adoption and behavior change.

• Case studies that clearly articulate the problem, your design process, the solutions implemented, and the measurable outcomes achieved (e.g., improved usability, increased user engagement, reduced inefficiencies).

• Examples of user research methodologies employed, data synthesis techniques used, and how insights were translated into design recommendations.

• Demonstrations of workshop facilitation and co-creation exercises, highlighting how alignment was achieved across diverse stakeholder groups.

Process Documentation:

• Examples of how you have documented service processes, identified gaps, and translated them into prioritized recommendations for improvement.

• Documentation of how platform usage data and analytics were collected and used to refine designs and measure success metrics.

• Artifacts that illustrate the integration of service design improvements with change management strategies and communication plans.

• Prototypes, frameworks, or design concepts developed to test service improvements and the iterative process based on user feedback.

📝 Enhancement Note: The portfolio requirements are heavily focused on demonstrating practical application of service design principles within complex, client-facing environments, particularly those involving system implementation and user adoption. The emphasis is on tangible outputs and measurable impact, aligning with LMI's goal of accelerating government impact.

💵 Compensation & Benefits

Salary Range: $92,000 - $158,000 annually.

Benefits:

• Comprehensive health, dental, and vision insurance plans.

• Retirement savings plan with company match (e.g., 401k).

• Paid Time Off (PTO) including vacation, sick leave, and holidays.

• Professional development opportunities, including training, certifications, and conference attendance.

• Potential for performance-based bonuses or incentives.

• Access to LMI's internal knowledge development resources and reusable assets.

• Opportunities to work with cutting-edge AI tools and technologies.

Working Hours: Full-time, 40 hours per week. Flexibility is expected given the remote nature and the demands of client-facing projects, with potential for occasional extended hours to meet project deadlines or client needs.

📝 Enhancement Note: The salary range is provided as a target, with the disclaimer that actual compensation depends on various factors including location, internal equity, business needs, client contract requirements, and candidate qualifications. This is standard for consulting roles, especially those supporting government contracts. The benefits package is assumed to be competitive for a professional services firm like LMI, with a focus on professional growth and well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: Professional Services / Government Contracting / Technology Solutions. LMI operates at the intersection of these sectors, focusing on accelerating government impact through innovative digital solutions, AI, and mission-ready technology. They serve critical sectors like defense, space, healthcare, and energy.

Company Size: LMI is a mid-sized organization. Based on general knowledge of LMI, it likely employs several hundred to a few thousand employees, offering a balance between the stability of a larger firm and the agility of a smaller one. This size often translates to opportunities for significant individual contribution and visibility.

Founded: LMI was founded in 1961. This long history suggests a stable, established organization with deep expertise and a proven track record in serving government clients, likely fostering a culture of trust, integrity, and long-term mission support.

Team Structure:

• The Service Designer will likely be part of a broader digital transformation, consulting, or program management team, potentially within LMI's technology or specialized service divisions.

• Reporting structure is likely to be to a Service Design Lead, Program Manager, or Director of Experience Design, with dotted-line reporting or close collaboration with client-side project leads.

Methodology:

• Data Analysis & Insights: LMI emphasizes leveraging data and analytics to deliver measurable outcomes. The Service Designer will be expected to use quantitative data (platform usage, analytics) and qualitative data (user research, interviews) to inform design and strategy.

• Workflow Planning & Optimization: A core aspect of the role is mapping current and future state processes, identifying inefficiencies, and designing optimized service flows. This includes leveraging design thinking and service design frameworks.

• Automation & Efficiency: The explicit mention of leveraging AI tools and technologies suggests a focus on finding innovative ways to automate tasks, streamline workflows, and improve overall efficiency within the service design function and for the client's systems.

Company Website: www.lmi.org

📝 Enhancement Note: LMI's background as a government contractor and its focus on innovation and digital solutions for critical sectors shapes its culture. The Service Designer role is positioned to be a key player in driving tangible improvements for government healthcare clients, requiring a blend of design expertise, strategic thinking, and an understanding of complex, regulated environments.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Mid-Level Service Designer, typically requiring 2-5 years of dedicated experience. It involves leading individual workstreams within larger projects, requiring independent execution and the ability to guide junior team members or stakeholders through design processes. The scope includes direct client interaction and a significant impact on project outcomes.

Reporting Structure: The Service Designer will likely report to a Senior Service Designer, Design Lead, or a Program Manager overseeing the client engagement. They will work collaboratively with cross-functional teams including product managers, engineers, change management specialists, and directly with client counterparts.

Operations Impact: The Service Designer's impact is direct and measurable, focusing on improving the adoption, usability, and effectiveness of digital platforms. This translates to enhanced user satisfaction, increased efficiency for government healthcare professionals, and ultimately, better mission outcomes for the client. The role bridges the gap between user needs and technical solutions, ensuring that technology serves the strategic objectives of the organization.

Growth Opportunities:

• Service Design Specialization: Deepen expertise in advanced service design techniques, user research methodologies, and complex system mapping.

• Leadership Development: Progress to Senior Service Designer or Service Design Lead roles, managing larger engagements, mentoring junior designers, and contributing to LMI's service design methodology.

• Cross-Functional Expertise: Gain broader experience in related fields such as UX/UI design, change management, program management, or specific domain expertise within healthcare or government sectors.

• AI & Innovation: Opportunity to lead or contribute to projects leveraging AI and emerging technologies for process optimization and service improvement.

• Client Relationship Management: Develop advanced skills in client consulting, stakeholder engagement, and strategic advisory.

📝 Enhancement Note: LMI's structure as a consulting firm focused on government impact suggests clear pathways for career progression. The role offers a solid foundation for growth within service design and related disciplines, with opportunities to specialize or broaden expertise based on interest and project involvement.

🌐 Work Environment

Office Type: This is a fully remote position, allowing for significant flexibility in work location within the United States.

Office Location(s): While the role is remote, LMI has headquarters in Tysons, Virginia, and potentially other offices. Remote employees are expected to be based in the United States.

Workspace Context:

• Remote Collaboration: The primary workspace will be digital, requiring strong self-discipline and effective use of collaboration tools (e.g., video conferencing, shared document platforms, digital whiteboards like Miro).

• Technology & Tools: Access to LMI's technology stack, including Microsoft Office and potentially design/collaboration software like Figma and Miro, will be provided or expected. The role also involves leveraging AI tools for process optimization.

• Team Interaction: Regular virtual meetings, workshops, and co-creation sessions with internal teams and clients will be integral to the role, fostering a connected, albeit distributed, team environment.

Work Schedule: The standard work schedule is 40 hours per week. However, given the client-facing nature of consulting work, especially with government clients, there might be an expectation for occasional flexibility to accommodate project deadlines, client availability, or urgent requests. This flexibility is often balanced by the autonomy and control afforded by a remote work arrangement.

📝 Enhancement Note: The fully remote nature of this position requires candidates to be self-motivated and adept at virtual collaboration. The "work environment" is less about a physical office and more about the digital tools and communication rhythms that facilitate effective remote teamwork within a consulting context.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess foundational skills and experience against the job requirements.

• Hiring Manager Interview: A conversation to discuss your background, experience, and fit with the role and LMI's culture. Expect questions about your approach to service design, user research, and stakeholder management.

• Technical/Case Study Interview: This may involve a presentation of your portfolio, a deep dive into specific case studies demonstrating your problem-solving and design process, or a take-home assignment/live exercise focused on a service design challenge.

• Team/Stakeholder Interviews: Meetings with potential team members or client representatives to assess collaboration style, communication effectiveness, and ability to work within complex environments.

• Final Round: Potentially a discussion with senior leadership to confirm fit and discuss compensation.

Portfolio Review Tips:

• Show, Don't Just Tell: Curate your portfolio to highlight 3-5 of your most impactful projects. For each, clearly articulate the challenge, your role and process, the solutions you designed, and the specific, measurable outcomes (e.g., "increased user adoption by 15%," "reduced process time by 20%").

• Focus on Process & Impact: Emphasize your service design methodology, user research techniques, and how you translated insights into actionable design recommendations. Quantify your impact wherever possible.

• Client & System Complexity: Include examples that demonstrate your experience with complex systems and client-facing scenarios, ideally within government or healthcare, if applicable.

• Collaboration & Communication: Showcase how you've collaborated with cross-functional teams and communicated effectively with diverse stakeholders, both technical and non-technical.

• Conciseness & Clarity: Ensure your portfolio is well-organized, visually appealing, and easy to navigate. Prepare a concise narrative for each project that can be delivered verbally during an interview.

Challenge Preparation:

• Understand the Client Context: Research LMI and its work with government healthcare clients. Consider the typical challenges and objectives in this sector (e.g., improving patient care, streamlining administrative processes, ensuring data security, enhancing user adoption of new technologies).

• Service Design Frameworks: Be prepared to discuss and apply service design principles, journey mapping, service blueprints, and design thinking.

• Problem-Solving: Practice breaking down complex problems into manageable components and outlining a structured approach to solving them using service design methodologies.

• Communication: Rehearse explaining technical concepts and design decisions clearly and persuasively to both technical and non-technical audiences.

📝 Enhancement Note: The interview process likely involves a strong emphasis on portfolio review and case studies to validate practical skills and impact. Candidates should prepare to articulate their design process, demonstrate problem-solving abilities, and showcase experience in client-facing, complex system environments.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & UX Tools: Proficiency in tools like Figma for prototyping and design collaboration, and Miro for virtual whiteboarding, workshop facilitation, and journey mapping.

• Microsoft Office Suite: Essential for creating executive-ready deliverables, reports, and presentations (Word, Excel, PowerPoint, Outlook).

• AI & Automation Tools: Experience or willingness to learn and leverage AI tools for streamlining workflows, enhancing productivity, and optimizing processes. Specific tools will vary but may include AI-powered assistants or analytics platforms.

Analytics & Reporting:

• Familiarity with data analytics platforms and methods to collect and interpret platform usage data, user behavior analytics, and performance metrics.

CRM & Automation:

• While not a primary CRM role, understanding how service design integrates with CRM systems and broader business processes is beneficial.

• Familiarity with workflow automation principles and how service design improvements can be operationalized and automated.

• Integration Tools: Awareness of how different systems connect and the importance of seamless integration for a positive user experience.

📝 Enhancement Note: The technology stack emphasizes modern design collaboration tools, core productivity software, and a forward-looking embrace of AI for efficiency. While not a deep technical role, an understanding of how design integrates with data, analytics, and broader system architectures is crucial.

👥 Team Culture & Values

Operations Values:

• Client Mission Focus: A strong commitment to understanding and serving the client's mission, particularly within the government healthcare sector, ensuring that design solutions directly contribute to impactful outcomes.

• Innovation & Agility: Embracing new technologies (like AI) and agile methodologies to deliver solutions with speed and efficiency, mirroring LMI's "commercial speed" approach.

• Data-Driven Decision Making: Utilizing both qualitative and quantitative data to inform design choices, measure impact, and demonstrate value.

• Collaboration & Partnership: Fostering strong working relationships internally and externally, working closely with clients, product teams, and engineering to achieve shared goals.

• User-Centricity: Maintaining a deep focus on the end-user's needs, experiences, and behaviors to drive adoption and satisfaction.

Collaboration Style:

• Cross-functional Integration: The role requires seamless collaboration with diverse teams (product, engineering, change management, data science) to ensure holistic solutions.

• Process Review & Feedback: An open culture for reviewing processes, sharing feedback constructively, and iterating on designs based on input from various perspectives.

• Knowledge Sharing: Encouraging the sharing of best practices, learnings, and reusable assets within LMI's internal knowledge base to foster continuous improvement and collective growth.

📝 Enhancement Note: LMI's values emphasize delivering impact for government clients through innovation and collaboration. The Service Designer is expected to embody these values by being user-focused, data-informed, and a strong collaborator within a dynamic, technology-driven environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Government Systems: Adapting service design principles to the unique constraints, regulations, and legacy systems often found in government healthcare environments.

• Driving Behavior Change: Overcoming user resistance or inertia to adopt new digital platforms and processes, requiring robust change management and communication strategies.

• Balancing Design Rigor with Practicality: Ensuring that innovative service designs are feasible for implementation within budget, timeline, and technical constraints.

• Measuring Impact in Public Sector: Defining and tracking meaningful success metrics that align with government client objectives and demonstrate tangible value.

Learning & Development Opportunities:

• Advanced Service Design & UX: Opportunities to deepen expertise in specialized areas of UX research, interaction design, and strategic service design.

• Domain Expertise: Gaining in-depth knowledge of the healthcare and government sectors, understanding their unique operational challenges and regulatory landscapes.

• AI & Emerging Technologies: Learning to apply AI and other emerging technologies to enhance service design processes and client solutions.

• Consulting & Client Management: Developing advanced skills in client engagement, stakeholder management, and strategic advisory.

📝 Enhancement Note: The challenges are inherent to working in government contracting and complex digital transformations. LMI's focus on innovation and professional development provides ample opportunities for growth, allowing individuals to expand their skill sets and deepen their domain knowledge.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used service design to improve user adoption for a complex digital platform. What was your process, and what were the measurable outcomes?" (Focus on your end-to-end process, data usage, and quantifiable results.)

• "How do you approach mapping user journeys and service blueprints for systems with diverse user groups and multiple integration points?" (Be ready to discuss methodologies and tools.)

Company & Culture Questions:

• "What interests you about LMI's mission and its work with government healthcare clients?" (Research LMI's impact and tailor your answer.)

• "How do you ensure your design approach aligns with organizational objectives and drives behavior change?" (Connect your skills to LMI's goal of accelerating government impact.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, follow a clear story arc: Problem -> Your Role & Process -> Solution -> Results.

• Quantify Your Impact: Use specific data points and metrics to demonstrate the success of your designs.

• Highlight Collaboration: Show how you worked with stakeholders, product teams, and engineering.

• Explain Your "Why": Articulate the rationale behind your design decisions and how they addressed user needs and business objectives.

• Be Prepared for Q&A: Anticipate questions about your process, challenges, and alternative approaches.

📝 Enhancement Note: Interview preparation should focus on demonstrating practical application of service design, a user-centric and data-driven approach, strong collaboration skills, and an understanding of LMI's mission and the government sector. Portfolio presentation is key.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on LMI's careers portal.

• Tailor your resume: Highlight keywords from the job description such as "service design," "UX," "user research," "journey mapping," "stakeholder management," "behavior change," and "digital transformation," emphasizing your experience with complex systems and client-facing roles.

• Curate your portfolio: Select 3-5 projects that best showcase your end-to-end service design process, from research and synthesis to solution design and measurable impact. Ensure it clearly demonstrates your ability to drive user adoption and collaborate effectively.

• Prepare your presentation: Practice walking through your portfolio case studies, focusing on articulating your process, the challenges you overcame, and the quantifiable results you achieved. Be ready to discuss your experience with government or healthcare clients if applicable.

• Research LMI: Understand their mission, values, and recent work, particularly in the government and healthcare sectors. This will help tailor your responses and demonstrate genuine interest during interviews.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.