Municipal Service Process Improvement Specialist

Analyze municipal service processes at the City of Cambridge while improving efficiency, customer experience, and organizational alignment in Cambridge.As a Service Process Improvement Specialist, you will lead continuous improvement initiatives and support change management. You will analyze data, document processes, facilitate workshops, and develop recommendations for senior leaders. The position also supports CRM expansion or migration and service modernization objectives.Key Responsibilities:
Document and analyze municipal service processes for improvement opportunitiesDevelop data-driven business cases addressing benefits, risks, and resourcingLead initiatives from planning through pilot testing and benefits realizationSupport stakeholder analysis, communications, training, and adoption trackingMonitor outcomes against KPIs and service level agreementsRequirements:
Three-year degree or diploma in business, public administration, communications, or related disciplineThree to five years supporting continuous improvement or service transformationExperience mapping processes and defining requirements for system changesExperience facilitating cross-functional workshops and reporting improvement outcomesExperience preparing business cases, implementation plans, and stakeholder communicationsApply process analysis, project leadership, and change management expertise to strengthen municipal services for Cambridge residents and staff.
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