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.

• 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

• 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.