Platform Modernization Specialist

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.

• 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.