The Senior Service & Process Designer is 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.
Required
• Minimum 10 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 5 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.
• Excellent facilitation and stakeholder engagement skills.
• Strong analytical and problem-solving abilities.
• Ability to translate business needs into user-centered service designs.
• Strong communication and presentation skills.
• Experience working within cross-functional Agile teams.
• Ability to balance customer experience, operational efficiency, and technical feasibility.
• Demonstrated success leading process improvement and service transformation initiatives.
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