Note: The job is a remote job and is open to candidates in USA. Innovative Healthcare Informatics, LLC is seeking a Human Centered Design and Process Improvement Consultant to drive optimization of government and commercial services. The role focuses on enhancing efficiency and public service outcomes through human-centered methodologies and structured process improvement techniques.
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
Skills
- 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
- 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
Company Overview