Sr. Service & Process Designer

Hybrid position with our Sacramento, California client.

About the role

Lead business process reengineering, service design, and customer experience transformation initiatives that support large-scale digital modernization programs. Collaborate 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. Apply Human-Centered Design (HCD), Business Process Reengineering (BPR), and process modeling methodologies to support incremental modernization and digital transformation initiatives.

Responsibilities

• 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.

Requirements

• Bachelor’s degree required.
• Minimum five (5) years of full-time experience in Business Process Reengineering (BPR) or Service Design, 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, demonstrated using no more than two (2) projects.

Skills

• 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.