LMI is seeking a Strategic Transformation Lead responsible for overseeing key deliverables and driving recommendations for consolidating VA contact centers. This role involves comprehensive engagement with VA leadership and teams to develop a roadmap utilizing the Magnify rapid discovery approach. The successful candidate will ensure operational continuity and capture user needs for future optimization. This role also includes the responsibility of managing one support staff member. 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 Strategic Transformation Lead 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 lead will produce current state documentation and artifacts for the migration efforts of 20+ contact centers. This role involves overseeing the creation and delivery of key project artifacts, detailed documentation of current processes, data analysis, and coordination of project phases using the Magnify/HCD rapid discovery approach. Additionally, the Strategic Transformation Lead will mentor and guide support staff in the creation and delivery of these artifacts. 

• Utilize the Magnify framework to produce and oversee deliverables: Business Process Hierarchy (BPH) Model, Current State Value Stream Maps, and Current State Service Blueprints. 

• Lead engagement with cross-functional teams to gather and analyze data, identifying inefficiencies and areas for workflow improvement. 

• Ensure the timely delivery of key artifacts and deliverables for the consolidation of 20+ contact centers. 

• Communicate progress and outcomes to the Project Manager and other stakeholders to provide visibility and ensure alignment with the strategic vision. 

• Lead the analysis of current state documentation to identify redundancies and opportunities for optimizing operations during the migration phases. 

• Mentor and guide the junior role and support staff in the creation and delivery of project artifacts. 

Required: 

• Bachelor's degree in Business Administration, Information Technology, Service Design, or a related field; Master's degree preferred. 

• Minimum of 8 years of experience in strategic planning, design (UX or Service Design), project management, or government/corporate IT transformation roles. 

• Proven track record of leading large-scale transformation projects, preferably within government or healthcare sectors. 

• Strong understanding of business process hierarchies, value stream mapping, and service blueprint methodologies. 

• Excellent leadership, communication, and stakeholder management skills. 

• Ability to work under tight deadlines and manage multiple priorities effectively. 

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

• 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 is -$150,000- $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.