Human-Centered Design & Process Improvement Consultant

JazzHR; Atlanta (GA); On-site; USD 95,000 - 140,000; Full time

Job summary

JazzHR seeks an Human Centered Design and Process Improvement Consultant to optimize government and commercial services, programs, and workflows using human-centered methodologies and structured process improvement. The role improves accessibility, usability, and public service outcomes by aligning constituent and staff needs with agency goals.

The consultant will map current and future states, conduct stakeholder interviews, and develop practical recommendations.

Qualifications

• 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, or related fields, preferably in government/public sector.
• Experience applying human-centered design methods: user interviews, journey mapping, service blueprinting, co-design, synthesis, prototyping, iterative testing.
• Experience with process mapping, workflow analysis, and Lean/Six Sigma/BPM-style improvement.
• Certification in human-centered design, design thinking, service design, or related discipline from a recognized program.
• Certification or training in Lean/Six Sigma/BPMN or related continuous improvement methodologies.
• Experience leading organizational change initiatives tied to redesign, digital transformation, or enterprise improvement.
• Experience developing change management strategies, stakeholder alignment, and adoption planning.

Responsibilities

• Utilize human-centered design and process improvement methods to identify bottlenecks, pain points, gaps, and root causes in government processes.
• Lead current-state and future-state process mapping for programs, services, and workflows including handoffs and decision points.
• Conduct stakeholder interviews, journey mapping, service blueprinting, and user research to understand policy and service impacts.
• Develop practical recommendations to improve accessibility, efficiency, transparency, and customer experience.
• Facilitate cross-functional collaboration among program, operations, policy, IT, digital, and leadership teams.
• Define success metrics and help agencies measure and sustain improvements.
• Lead or support organizational change initiatives, including stakeholder engagement, training, and adoption planning.
• Travel up to 50% to client sites in the Atlanta/Northeast Atlanta area for onsite activities.

Skills

Human-centered design

Process improvement

Stakeholder engagement

Facilitation

Change management

Service design

Education

Bachelor’s degree in public administration/public policy/business/organizations

Master’s degree (preferred) in public administration/policy/business/organizational leadership

Tools

Mural

Miro

Lucidchart

Visio

Figma

Microsoft 365

Job description

JazzHR seeks an Human Centered Design and Process Improvement Consultant to optimize government and commercial services, programs, and workflows using human-centered methodologies and structured process improvement. The role improves accessibility, usability, and public service outcomes by aligning constituent and staff needs with agency goals.

The consultant will map current and future states, conduct stakeholder interviews, and develop practical recommendations.