Senior Design Thinking and Process Improvement Consultant

Innovative Healthcare Informatics, LLC • Atlanta, GA

4d • Remote

About The Position

This temporary, part-time role supports small projects lasting three to six months. The consultant will optimize government and commercial services, programs, and operational workflows using human-centered design and structured process improvement methods. The work focuses on improving efficiency, accessibility, usability, customer experience, and service outcomes by aligning constituent and staff needs and workflows with agency goals, policy requirements, and service delivery priorities.

The role is remote, with up to 50% travel to customer sites in the Atlanta/Northeast Atlanta area for onsite design and process improvement, organizational change management, and training activities.

Requirements

• 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; government, public sector, or other highly regulated environments are preferred.
• Demonstrated experience applying human-centered design methods, including 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 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 supporting stakeholder alignment, communications, training, adoption, resistance management, and sustainment.
• Strong facilitation, communication, and stakeholder engagement skills, including the ability to work 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 work effectively amid multiple approval layers, competing priorities, policy constraints, and legacy systems common in government settings.

Nice To Haves

• 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, particularly for 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 Mural, Miro, Lucidchart, Visio, Figma, Microsoft 365, or similar tools for facilitation, process documentation, research synthesis, and collaboration.
• Experience developing implementation roadmaps, performance measures, dashboards, and change adoption plans to support sustained outcomes.

Responsibilities

• Use human-centered design and business process improvement methods to identify bottlenecks, pain points, service gaps, inefficiencies, and root causes in public-facing and internal government processes.
• Lead current-state and future-state process mapping for programs, services, and operational workflows, documenting 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 service users and providers.
• Develop practical recommendations to improve accessibility, efficiency, transparency, customer experience, and service outcomes while aligning with agency mission, compliance obligations, and policy requirements.
• Facilitate collaboration among program, operations, policy, IT, digital, and leadership teams to advance 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 related to service redesign, process improvement, and transformation, including stakeholder engagement, communications, training support, and adoption planning.

What This Job Offers

• Job Type: Part-time
• Career Level: Senior