Human-Centered Design | Service & Process Designer

Location: Sacramento, CA – Hybrid
Duration: 12 Months
Employment Type: Contract

Job Summary

We are seeking a Senior Service & Process Designer to lead Business Process Reengineering (BPR), Human-Centered Design (HCD), service design, and customer experience transformation initiatives supporting large-scale digital modernization programs.

The ideal candidate will have strong experience analyzing current-state processes, designing future-state workflows, facilitating stakeholder workshops, and translating business needs into customer-centered service solutions.

Key Responsibilities

• Lead BPR and service design initiatives to improve operational efficiency and customer experience.

• Analyze current-state processes and design future-state workflows.

• Develop customer journeys, service blueprints, process maps, and BPMN 2.0 models.

• Identify logical groupings of business transactions to support incremental release planning.

• Facilitate stakeholder interviews, workshops, and collaborative HCD sessions.

• Collaborate with Enterprise Architects, Technical Architects, Product Managers, Developers, and OCM teams.

• Support legacy modernization and cloud transformation initiatives.

• Design omnichannel and self-service-first customer experiences.

• Develop process documentation and workflow diagrams.

• Support implementation, release planning, operational readiness, and continuous improvement.

• Ensure service designs align with business objectives, user needs, and technical feasibility.

Required Qualifications

• Bachelor’s degree required.

• 5+ years of full-time experience in Business Process Reengineering (BPR) or Service Design.

• 2+ years of experience identifying logical groupings of business transactions for incremental release planning.

• Strong experience with business process analysis, workflow redesign, and process modeling.

• Experience facilitating stakeholder workshops and HCD activities.

• Proficiency with BPMN 2.0 standards.

• Strong analytical, problem-solving, communication, and presentation skills.

Preferred Qualifications

• Experience with Mainframe/COBOL legacy modernization to Salesforce and MuleSoft platforms.

• Experience supporting large-scale government digital transformation programs.

• Lean Six Sigma Green Belt or Black Belt certification.

• Experience with self-service-first omnichannel service delivery.

• Knowledge of Agile, Scrum, or SAFe methodologies.

• Experience with Salesforce, MuleSoft, digital transformation, and customer experience initiatives.

Required Skills

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

Ideal Candidate

The ideal candidate is a strategic and hands-on service/process design professional who can bridge customer needs, business processes, and technical capabilities while driving measurable improvements across complex modernization initiatives.

Apply Now: Submit your updated resume for consideration.