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Sr. Service & Process Designer

eStaffLLC

  • Sacramento, CA
  • 7 days ago

    Highlights

    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. We are seeking a Senior Service & Process Designer for a Hybrid position in Sacramento, California, for a client responsible for leading business process reengineering, service design, and customer experience transformation initiatives that support large-scale digital modernization programs.

    Numbers & Facts

    LocationSacramento, CA

    Description

    We are seeking a Senior Service & Process Designer for a Hybrid position in Sacramento, California, for a client 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.


    Key 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.


    Minimum Qualifications

    Required Experience
     * Minimum five (5) 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 two (2) 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 facilitating Human-Centered Design (HCD) workshops.
     * Knowledge of Agile, Scrum, or SAFe delivery methodologies.

     * Experience supporting large-scale government digital transformation initiatives.

     

     Education

     * Bachelor's degree required.

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