CX Project Manager

OverviewLMI is seeking an experienced CX Project Manager t o help revolutionize customer experiences (CX) with the Social Security Administration . This individual will work as part of a cross-functional team, providing service design , user experience (UX), human centered design (HCD) support , through research, analysis, and recommendation activities associated with this transformation initiative . We are seeking a self-starter with expert consulting skills and experience spanning CX, UX, process improvement, and human centered design domains.At LMI, we’re reimagining the path from insight to outcome at The New Speed of Possible™. Combining a legacy of over 60 years of federal expertise with our innovation ecosystem, we minimize time to value and accelerate mission success. We energize the brightest minds with emerging technologies to inspire creative solutioning and push the boundaries of capability. Founded in 1961 to help the Department of Defense resolve complex logistics management challenges, LMI continues to enable growth and transformation, enhance operational readiness and resiliency, and ensure mission success for federal civilian and defense agencies. LMI has been named a 2024 #TopWorkplace in the BuiltIn Workplaces! We are honored to be recognized as a company that values a people-centered culture, and we are grateful to our employees for making this possible! Responsibilities• Lead a cross-functional team of researchers, designers, and CX SMEs to deliver SSA CX initiatives in alignment with strategic goals.• Manage project tasks, including cost, schedule, and performance, ensuring all deliverables meet quality standards and deadlines.• Coordinate suitability, credentialing, and laptop distribution for staff, ensuring all documentation is submitted on time and staff availability for SSA requirements.• Plan, organize, and lead project kick-off meetings, presenting work plans, team roles, responsibilities, and schedules to SSA executives and stakeholders.• Facilitate regular communication with the Contracting Officer’s Representative (COR), providing project updates, managing risks, and addressing any issues.• Prepare and submit monthly status reports and ad-hoc project reports to SSA, detailing progress, milestones, risks, and outstanding action items.• Oversee the development of a final independent assessment report with analysis and recommendations for a CX governance model.• Ensure compliance with SSA policies and regulations, including handling secure and sensitive information.• Identify and mitigate project risks, adjust plans as necessary, and communicate changes to stakeholders.• Develop and maintain a project management framework that supports CX initiatives, incorporating agile principles and human-centered design practices.QualificationsQualifications (Required):• Bachelor’s degree in business administration, project management, or a related field.• At least 10 years of experience managing complex projects, preferably within the federal government or public sector.• Demonstrated experience leading cross-functional teams, including researchers, designers, and CX specialists.• Proficiency in project management tools and software (e.g., Microsoft Project, JIRA, or similar).• Strong understanding of customer experience (CX) principles and methodologies.Qualifications (Preferred)• Master’s degree in project management, public administration, or a related field.• Project Management Professional (PMP) certification or equivalent.• Experience managing projects specifically for the Social Security Administration or other federal agencies.• Experience in human-centered design or CX initiatives within government settings.• Familiarity with SSA policies, regulations, and procedures related to suitability, credentialing, and technology distribution.