Senior Design Thinking and Process Improvement Consultant
- Utilize both human-centered design and business process improvement methodologies to identify bottlenecks, pain points, service gaps, inefficiencies, and root causes across public-facing and internal government processes.
- Lead current-state and future-state process mapping efforts for programs, services, and operational workflows, including handoffs, approvals, decision points, dependencies, and failure points.
- Conduct stakeholder interviews, workshops, journey mapping, service blueprinting, and user research to understand how policies, processes, systems, and organizational structures affect the people who use and deliver services.
- Develop practical recommendations that improve accessibility, efficiency, transparency, customer experience, and service outcomes while aligning with agency mission, compliance obligations, and policy requirements.
- Facilitate cross-functional collaboration among program, operations, policy, IT, digital, and leadership teams to move improvements from discovery through implementation.
- Define success metrics and support agencies in measuring, sustaining, and continuously improving redesigned services and operational processes.
- Lead or support organizational change initiatives associated with service redesign, process improvement, and transformation efforts, including stakeholder engagement, communications, training support, and adoption planning.
- Bachelor’s degree in public administration, public policy, business, organizational development, industrial engineering, operations management, design, human factors, or a related field.
- Five or more years of professional experience in human-centered design, process improvement, service design, operational excellence, organizational transformation, or consulting, preferably in government, public sector, or other highly regulated environments.
- Demonstrated experience applying human-centered design methods such as user interviews, journey mapping, service blueprinting, co-design, synthesis, prototyping, and iterative testing to improve services and operations.
- Demonstrated experience with business process mapping, workflow analysis, process redesign, and optimization using structured improvement methods such as Lean, Six Sigma, BPM, or related frameworks.
- Certification in human-centered design, design thinking, service design, or a comparable discipline from a recognized program.
- Certification or formal training in business process mapping, Lean, Six Sigma, BPMN, business process management, or related continuous improvement methodologies.
- Experience leading organizational change initiatives tied to process redesign, service modernization, digital transformation, operating model change, or enterprise improvement efforts.
- Experience developing and executing change management strategies that support stakeholder alignment, communications, training, adoption, resistance management, and sustainment.
- Strong facilitation, communication, and stakeholder engagement skills, with the ability to work effectively across executive leadership, program teams, frontline staff, policy owners, and technical teams.
- Ability to translate complex workflows, research findings, and operational issues into clear recommendations, visual artifacts, and implementation plans.
- Knowledge of accessibility, equity, and inclusive service delivery principles relevant to public sector environments.
- Ability to operate effectively in environments with multiple approval layers, competing priorities, policy constraints, and legacy systems common in government settings.
- Master’s degree in public administration, public policy, business administration, organizational leadership, systems design, or a related field.
- Experience supporting federal, state, county, municipal, or quasi-government agencies on service delivery, customer experience, business transformation, or operational improvement initiatives.
- Lean Six Sigma Green Belt, Black Belt, or equivalent advanced certification in operational excellence, quality, or process improvement.
- Prosci Certified Change Practitioner, CCMP, APMG Change Management Foundation/Practitioner, or similar organizational change management certification.
- Additional public-sector or federal change management training or certification is preferred, particularly for candidates supporting agency-wide transformation initiatives.
- Experience improving constituent-facing services such as benefits, licensing, permitting, case management, workforce, digital services, health and human services, or other public programs.
- Familiarity with government customer experience, service modernization, and digital transformation initiatives, including discovery, iterative testing, and service improvement practices.
- Experience aligning recommendations with policy, compliance, privacy, records, procurement, risk, accessibility, and security requirements.
- Proficiency with tools such as Mural, Miro, Lucidchart, Visio, Figma, Microsoft 365, or similar platforms used for facilitation, process documentation, research synthesis, and collaboration.
- Experience developing implementation roadmaps, performance measures, dashboards, and change adoption plans to support sustained outcomes.
- Systems thinking and process analysis.
- Human-centered and empathetic problem solving.
- Process mapping and service design.
- Facilitation and stakeholder engagement.
- Organizational change leadership.
- Analytical thinking and decision-making.
- Communication and influence.
- Accessibility, equity, and public service orientation.
- Continuous improvement mindset.
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