Sr. Service & Process Designer

We are seeking a Senior Service & Process Designer for a Hybrid position with our Sacramento, California client who will be 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 Education * Bachelor's degree required. 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 supporting large-scale government digital transformation initiatives. * Experience facilitating Human-Centered Design (HCD) workshops. * Knowledge of Agile, Scrum, or SAFe delivery methodologies.