Sacramento, CA, US
We are seeking a Senior Service & Process Designer for a Hybrid position with our Sacramento, California client who will be responsible for leading business process reengineering, service design, and customer experience transformation initiatives that support large-scale digital modernization programs. This role collaborates with business stakeholders, product teams, technical architects, and implementation teams to redesign business processes, optimize service delivery, and develop customer-centered solutions that improve operational efficiency and user experience. The Senior Service & Process Designer applies Human-Centered Design (HCD), Business Process Reengineering (BPR), and process modeling methodologies to support incremental modernization and digital transformation initiatives.
* Lead Business Process Reengineering (BPR) initiatives to improve business operations and customer service delivery.
* Analyze current-state business processes and design future-state workflows supporting digital transformation.
* Develop customer journeys, service blueprints, process maps, and operational workflows using Human-Centered Design (HCD) principles.
* Identify opportunities to decompose complex business processes into incremental releases.
* Facilitate stakeholder workshops, interviews, and collaborative design sessions.
* Create business process documentation, workflow diagrams, and BPMN 2.0 process models.
* Collaborate with Enterprise Architects, Technical Architects, Product Managers, Developers, and Organizational Change Management teams.
* Support legacy modernization initiatives by redesigning business processes for cloud-based platforms and digital services.
* Design omnichannel customer experiences that promote digital self-service.
* Recommend process improvements that improve efficiency and customer outcomes.
* Support implementation planning, release planning, operational readiness, and continuous improvement.
* Ensure service designs align with organizational goals, business priorities, and user needs.
Minimum Qualifications
Education
* Bachelor's degree required.
Required Experience
* Minimum five (5) years of full-time experience in Business Process Reengineering (BPR) or Service Design.
* Experience may be demonstrated using no more than three (3) projects.
* Minimum two (2) years of full-time experience identifying logical groupings of business transactions for incremental release planning.
* Experience may be demonstrated using no more than two (2) projects.
Preferred Qualifications
* Experience leading workflow redesign for legacy modernization initiatives transitioning from Mainframe/COBOL environments to Salesforce and MuleSoft cloud platforms.
* Lean Six Sigma Green Belt or Black Belt certification.
* Demonstrated proficiency using BPMN 2.0 standards.
* Experience designing Self-Service First omnichannel service delivery strategies.
* Experience supporting large-scale government digital transformation initiatives.
* Experience facilitating Human-Centered Design (HCD) workshops.
* Knowledge of Agile, Scrum, or SAFe delivery methodologies.