[Remote] Senior Design Thinking and Process Improvement Consultant

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 the optimization of government and commercial services. This role focuses on enhancing efficiency, accessibility, usability, and public service outcomes by aligning constituent and staff needs with agency goals, policy requirements, and service delivery priorities.ResponsibilitiesUtilize 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 processesLead current-state and future-state process mapping efforts for programs, services, and operational workflows, including handoffs, approvals, decision points, dependencies, and failure pointsConduct 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 servicesDevelop practical recommendations that improve accessibility, efficiency, transparency, customer experience, and service outcomes while aligning with agency mission, compliance obligations, and policy requirementsFacilitate cross-functional collaboration among program, operations, policy, IT, digital, and leadership teams to move improvements from discovery through implementationDefine success metrics and support agencies in measuring, sustaining, and continuously improving redesigned services and operational processesLead or support organizational change initiatives associated with service redesign, process improvement, and transformation efforts, including stakeholder engagement, communications, training support, and adoption planningSkillsBachelor's degree in public administration, public policy, business, organizational development, industrial engineering, operations management, design, human factors, or a related fieldFive 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 environmentsDemonstrated 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 operationsDemonstrated experience with business process mapping, workflow analysis, process redesign, and optimization using structured improvement methods such as Lean, Six Sigma, BPM, or related frameworksCertification in human-centered design, design thinking, service design, or a comparable discipline from a recognized programCertification or formal training in business process mapping, Lean, Six Sigma, BPMN, business process management, or related continuous improvement methodologiesExperience leading organizational change initiatives tied to process redesign, service modernization, digital transformation, operating model change, or enterprise improvement effortsExperience developing and executing change management strategies that support stakeholder alignment, communications, training, adoption, resistance management, and sustainmentStrong facilitation, communication, and stakeholder engagement skills, with the ability to work effectively across executive leadership, program teams, frontline staff, policy owners, and technical teamsAbility to translate complex workflows, research findings, and operational issues into clear recommendations, visual artifacts, and implementation plansKnowledge of accessibility, equity, and inclusive service delivery principles relevant to public sector environmentsAbility to operate effectively in environments with multiple approval layers, competing priorities, policy constraints, and legacy systems common in government settingsMaster's degree in public administration, public policy, business administration, organizational leadership, systems design, or a related fieldExperience supporting federal, state, county, municipal, or quasi-government agencies on service delivery, customer experience, business transformation, or operational improvement initiativesLean Six Sigma Green Belt, Black Belt, or equivalent advanced certification in operational excellence, quality, or process improvementProsci Certified Change Practitioner, CCMP, APMG Change Management Foundation/Practitioner, or similar organizational change management certificationAdditional public-sector or federal change management training or certification is preferred, particularly for candidates supporting agency-wide transformation initiativesExperience improving constituent-facing services such as benefits, licensing, permitting, case management, workforce, digital services, health and human services, or other public programsFamiliarity with government customer experience, service modernization, and digital transformation initiatives, including discovery, iterative testing, and service improvement practicesExperience aligning recommendations with policy, compliance, privacy, records, procurement, risk, accessibility, and security requirementsProficiency with tools such as Mural, Miro, Lucidchart, Visio, Figma, Microsoft 365, or similar platforms used for facilitation, process documentation, research synthesis, and collaborationExperience developing implementation roadmaps, performance measures, dashboards, and change adoption plans to support sustained outcomesCompany OverviewInnovative Healthcare Informatics (IHI) is a healthcare/healthcare information technology company. It was founded in 2011, and is headquartered in Atlanta, Georgia, US, with a workforce of 2-10 employees. Its website is https://ihisolutions.com/.