Senior Design Thinking and Process Improvement Consultant

Pinnacle Health Informatics

Human Centered Design Consultant driving optimization of services and programs using design methodologies. Focusing on efficiency, usability, and public service outcomes aligned with agency goals.

Posted 6/1/2026part-timeRemote • 🇺🇸 United StatesSenior💰 $50,000 - $200,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

human-centered designprocess improvementservice designoperational excellencebusiness process mappingworkflow analysisLeanSix SigmaBPMchange management

Soft Skills

stakeholder engagementcross-functional collaborationcommunicationtraining supportorganizational transformationfacilitationuser researchrecommendation developmentproblem-solvingadaptability

Certifications

human-centered design certificationdesign thinking certificationservice design certificationLean certificationSix Sigma certificationBPM certificationbusiness process management certificationchange management certificationorganizational development certificationpublic administration degree