LMI is seeking a Platform Modernization Specialist with deep retail systems and customer experience strategy expertise to lead a major retail modernization initiative for one of the nation’s most recognizable service brands. This is not a back-office strategy role — it’s a front-line opportunity to reimagine how technology powers real-world customer experiences that touch every American, every day.

We are seeking a SME with prior experience with companies like USPS, FedEx, UPS, Amazon, or other commercial/public sector organizations). This position engages directly with customers on-site, in a hybrid remote format.

The ideal candidate brings hands-on experience with retail or logistics technology ecosystems, including point-of-sale terminals, self-service kiosks, mobile POS devices, and identity verification hardware, and understands how these systems integrate with broader operations and customer journeys.

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.

Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors—helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.

• Lead analysis of retail technologies and workflows, including Retail Systems Software (RSS), Point of Sale (POS) terminals, Self-Service Kiosks (SSKs), Mobile Point of Sale (mPOS) devices, ID verification hardware, Smart or Self-Service Lockers, and Mobile Delivery Devices (MDDs).
• Evaluate how customers and employees interact with these systems to identify friction points, workflow inefficiencies, and modernization opportunities.
• Translate operational insights into experience requirements, technical recommendations, and performance metrics that drive measurable improvement.
• Benchmark commercial retail and logistics environments such as UPS, FedEx, Amazon, or large retail chains to identify best practices and transferable solutions.
• Collaborate with service design, human-centered design, and technical architecture teams to align technology modernization with user needs.
• Participate in workshops and co-design sessions to inform the design of future retail concepts and technology pilots.
• Contribute to roadmap and business case development by linking technology and process improvements to gains in efficiency, accessibility, and satisfaction.
• Provide subject matter expertise on site design, queue management, transaction flow, and technology adoption in high-volume retail environments.

Required Qualifications:

• Bachelor’s degree in Information Systems, Human-Centered Design, Industrial Engineering, or a related field.
• 8+ years of experience in retail, logistics, or customer experience roles focused on POS or self-service technology.
• Hands-on knowledge of RSS software, POS terminals, Self-Service Kiosks (SSKs), Mobile POS (mPOS) devices, ID verification hardware, Smart or Self-Service Lockers, and Mobile Delivery Devices (MDDs).
• Proven ability to translate operational insights into technology and process improvement strategies.
• Strong understanding of customer-facing technology ecosystems, including data integration, performance monitoring, and security considerations.
• Experience collaborating across design, IT, and operations teams to drive modernization grounded in human-centered design principles.
• Experience in retail operations, logistics, or large-scale customer service environments (e.g., USPS, FedEx, UPS, Amazon, or other commercial/public sector organizations)
• Excellent facilitation, communication, and stakeholder management skills.
• S. citizenship and eligibility for a government background investigation.

Preferred Qualifications:

• Experience leading retail or service transformation initiatives involving technology modernization.
• Familiarity with accessibility standards (Section 508/WCAG) and inclusive design practices.
• Background in CX measurement and KPI development for technology-enabled retail environments.
• Knowledge of Agile or Lean methodologies for iterative solution development.
• Awareness of emerging technologies such as automation, AI, and IoT for operational improvement.