Senior Service & Process Designer

Location: Sacramento, CA – Hybrid
Hire Type: 6+ Months Contract

Job Description

We are seeking an experienced Senior Service & Process Designer to lead business process reengineering, service design, and customer experience transformation initiatives supporting large-scale digital modernization programs.

The ideal candidate will have strong experience with Business Process Reengineering (BPR), Human-Centered Design (HCD), Service Design, BPMN 2.0, process modeling, and workflow optimization. This role will collaborate closely with business stakeholders, product teams, architects, developers, and organizational change teams to redesign processes and deliver customer-centered digital solutions.

Key Responsibilities

• Lead Business Process Reengineering (BPR) initiatives to improve business operations and customer service delivery.
• Analyze current-state processes and design future-state workflows for digital transformation.
• Develop customer journeys, service blueprints, process maps, and operational workflows using HCD principles.
• Identify opportunities to decompose complex business processes into incremental releases.
• Facilitate stakeholder workshops, interviews, discovery sessions, and collaborative design activities.
• 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 processes for cloud-based platforms and digital services.
• Design omnichannel and self-service-first customer experiences.
• Recommend process improvements that increase operational efficiency and improve customer outcomes.
• Support implementation planning, release planning, operational readiness, and continuous improvement.
• Ensure service designs align with business priorities, organizational objectives, and user needs.

Required Qualifications

• Bachelor’s degree required.
• 5+ years of full-time experience in Business Process Reengineering (BPR) or Service Design.
• Experience should be demonstrated across no more than 3 projects.
• 2+ years of experience identifying logical groupings of business transactions for incremental release planning.
• Experience should be demonstrated across no more than 2 projects.
• Strong experience in process analysis, workflow redesign, service design, and stakeholder facilitation.
• Experience creating BPMN 2.0 process models, process maps, and service blueprints.

Preferred Qualifications

• Experience redesigning workflows for legacy modernization initiatives, particularly Mainframe/COBOL environments transitioning to Salesforce and MuleSoft platforms.
• Lean Six Sigma Green Belt or Black Belt certification.
• Experience designing Self-Service First omnichannel service delivery strategies.
• Experience supporting large-scale government digital transformation programs.
• Experience facilitating Human-Centered Design (HCD) workshops.
• Knowledge of Agile, Scrum, or SAFe methodologies.
• Experience with Salesforce and MuleSoft is highly desirable.

Preferred Skills

Business Process Reengineering (BPR) | Human-Centered Design (HCD) | Service Design | Customer Journey Mapping | Service Blueprinting | BPMN 2.0 | Process Modeling | Business Process Analysis | Workflow Analysis | Incremental Release Planning | Agile | Legacy Modernization | Salesforce | MuleSoft | Omnichannel Service Design | Self-Service Strategy | Lean Six Sigma | Stakeholder Facilitation | Requirements Analysis | Digital Transformation | Customer Experience (CX)

Desired Attributes

• Excellent stakeholder engagement and facilitation skills.
• Strong analytical and problem-solving abilities.
• Ability to translate business needs into user-centered service designs.
• Strong communication, documentation, and presentation skills.
• Ability to work effectively within cross-functional Agile teams.
• Ability to balance customer experience, operational efficiency, and technical feasibility.
• Demonstrated success leading process improvement and service transformation initiatives.

Interested candidates, please share your updated resume and availability.