Senior Design Thinking and Process Improvement Consultant

Remote
Part Time to Full Time
Client Services & Delivery
Experienced
We are seeking an Human Centered Design and Process Improvement Consultant to drive the optimization of government and commercial services, programs, and operational workflows through human-centered methodologies and structured process improvement techniques. This role focuses on enhancing efficiency, accessibility, usability, and public service outcomes by aligning constituent and staff needs with agency goals, policy requirements, and service delivery priorities.

Key Responsibilities
  • Utilize both human-centered design and business process improvement methodologies to identify bottlenecks, pain points, service gaps, inefficiencies, and root causes across public-facing and internal government processes.
  • Lead current-state and future-state process mapping efforts for programs, services, and operational workflows, including handoffs, approvals, decision points, dependencies, and failure points.
  • Conduct stakeholder interviews, workshops, journey mapping, service blueprinting, and user research to understand how policies, processes, systems, and organizational structures affect the people who use and deliver services.
  • Develop practical recommendations that improve accessibility, efficiency, transparency, customer experience, and service outcomes while aligning with agency mission, compliance obligations, and policy requirements.
  • Facilitate cross-functional collaboration among program, operations, policy, IT, digital, and leadership teams to move improvements from discovery through implementation.
  • Define success metrics and support agencies in measuring, sustaining, and continuously improving redesigned services and operational processes.
  • Lead or support organizational change initiatives associated with service redesign, process improvement, and transformation efforts, including stakeholder engagement, communications, training support, and adoption planning.
Required Qualifications
  • Bachelor’s degree in public administration, public policy, business, organizational development, industrial engineering, operations management, design, human factors, or a related field.
  • Five or more years of professional experience in human-centered design, process improvement, service design, operational excellence, organizational transformation, or consulting, preferably in government, public sector, or other highly regulated environments.
  • Demonstrated experience applying human-centered design methods such as user interviews, journey mapping, service blueprinting, co-design, synthesis, prototyping, and iterative testing to improve services and operations.
  • Demonstrated experience with business process mapping, workflow analysis, process redesign, and optimization using structured improvement methods such as Lean, Six Sigma, BPM, or related frameworks.
  • Certification in human-centered design, design thinking, service design, or a comparable discipline from a recognized program.
  • Certification or formal training in business process mapping, Lean, Six Sigma, BPMN, business process management, or related continuous improvement methodologies.
  • Experience leading organizational change initiatives tied to process redesign, service modernization, digital transformation, operating model change, or enterprise improvement efforts.
  • Experience developing and executing change management strategies that support stakeholder alignment, communications, training, adoption, resistance management, and sustainment.
  • Strong facilitation, communication, and stakeholder engagement skills, with the ability to work effectively across executive leadership, program teams, frontline staff, policy owners, and technical teams.
  • Ability to translate complex workflows, research findings, and operational issues into clear recommendations, visual artifacts, and implementation plans.
  • Knowledge of accessibility, equity, and inclusive service delivery principles relevant to public sector environments.
  • Ability to operate effectively in environments with multiple approval layers, competing priorities, policy constraints, and legacy systems common in government settings.
Preferred Qualifications
  • Master’s degree in public administration, public policy, business administration, organizational leadership, systems design, or a related field.
  • Experience supporting federal, state, county, municipal, or quasi-government agencies on service delivery, customer experience, business transformation, or operational improvement initiatives.
  • Lean Six Sigma Green Belt, Black Belt, or equivalent advanced certification in operational excellence, quality, or process improvement.
  • Prosci Certified Change Practitioner, CCMP, APMG Change Management Foundation/Practitioner, or similar organizational change management certification.
  • Additional public-sector or federal change management training or certification is preferred, particularly for candidates supporting agency-wide transformation initiatives.
  • Experience improving constituent-facing services such as benefits, licensing, permitting, case management, workforce, digital services, health and human services, or other public programs.
  • Familiarity with government customer experience, service modernization, and digital transformation initiatives, including discovery, iterative testing, and service improvement practices.
  • Experience aligning recommendations with policy, compliance, privacy, records, procurement, risk, accessibility, and security requirements.
  • Proficiency with tools such as Mural, Miro, Lucidchart, Visio, Figma, Microsoft 365, or similar platforms used for facilitation, process documentation, research synthesis, and collaboration.
  • Experience developing implementation roadmaps, performance measures, dashboards, and change adoption plans to support sustained outcomes.
Key Competencies
  • Systems thinking and process analysis.
  • Human-centered and empathetic problem solving.
  • Process mapping and service design.
  • Facilitation and stakeholder engagement.
  • Organizational change leadership.
  • Analytical thinking and decision-making.
  • Communication and influence.
  • Accessibility, equity, and public service orientation.
  • Continuous improvement mindset.
Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 05/31/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*