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 opportunities
- Develop data-driven business cases addressing benefits, risks, and resourcing
- Lead initiatives from planning through pilot testing and benefits realization
- Support stakeholder analysis, communications, training, and adoption tracking
- Monitor outcomes against KPIs and service level agreements
Requirements:
- Three-year degree or diploma in business, public administration, communications, or related discipline
- Three to five years supporting continuous improvement or service transformation
- Experience mapping processes and defining requirements for system changes
- Experience facilitating cross-functional workshops and reporting improvement outcomes
- Experience preparing business cases, implementation plans, and stakeholder communications
Apply process analysis, project leadership, and change management expertise to strengthen municipal services for Cambridge residents and staff.
Municipal Service Process Improvement Specialist in Cambridge employer: City of Cambridge
The City of Cambridge is an exceptional employer that prioritizes integrity, respect, inclusiveness, and service, fostering a collaborative work culture where employees are empowered to drive meaningful change in municipal services. With a commitment to continuous improvement and professional growth, the Service Process Improvement Specialist role offers unique opportunities to influence service delivery while enjoying a comprehensive benefits package and a supportive environment at Cambridge City Hall. Join us in shaping a vibrant community where your contributions truly matter.
