Service Process Improvement Specialist

Working within our Strategic Plan,
Cambridge Connected
, and committing to our values of Integrity, Respect, Inclusiveness and Service, the successful candidate will work together to help the City of Cambridge achieve our vision: A place for people to prosper – alive with opportunity.

The Service Process Improvement Specialist is responsible for analyzing, documenting, and improving municipal service processes to enhance efficiency, customer experience, and alignment with organizational goals. This role supports continuous improvement initiatives, change management strategies, and customer relationship management (CRM) expansion and/or migration efforts while fostering collaboration across departments.

This role is more than process improvement. The Service Process Improvement Specialist serves as a trusted advisor to leaders across the organization, helping shape how municipal services are delivered, measured, and improved. The position leads complex improvement initiatives, provides strategic analysis and recommendations to senior leaders, and works across divisions to align service delivery with corporate priorities. Through project leadership, change management, performance measurement, and customer experience analysis, this role helps drive a culture of continuous improvement and plays a key role in advancing the City’s service modernization objectives.

Reporting to the Director of Corporate Transformation & Citizen Services, within the Customer and Financial Services Department, you will be responsible for the following duties:

• Document and analyze municipal service processes to identify inefficiencies and opportunities for improvement.
• Develop data-driven business cases (benefits, risks, resourcing) to support proposed changes.
• Lead and coordinate process improvement initiatives from planning through execution, including pilot testing and benefits realization.
• Support change management strategies (stakeholder analysis, communications, training, adoption tracking).
• Act as a liaison between Service Cambridge and service partners to ensure alignment on goals and accountabilities. Lead diverse project teams including individuals from Service Cambridge and service partners, including business units from across the entire corporation. Build relationships and foster accountability between Service Cambridge and other business units/service partners.
• Prepare workflows and requirements for existing CRM, as well as for CRM readiness/migration; optimize processes for digital integration.
• Monitor and report on improvement initiatives, measuring outcomes against key performance indicators (KPIs)/ service level agreements (SLAs) and identifying further enhancements.
• Partner with service areas to establish, review, and continuously improve service level agreements; monitor performance trends and provide insights to support service excellence. Facilitate cross-functional collaboration, standards, and best practices to enhance the citizen service experience.
• Analyze customer interactions and feedback to identify trends, inform service improvements, and enhance the overall customer experience.
• May perform other related duties as assigned.

The successful candidate will:

• See opportunities for improvement where others see routine processes, and be motivated to create better experiences for customers and staff.
• Earn trust quickly and build productive partnerships across departments, bringing diverse perspectives together to solve complex problems.
• Be equally comfortable analyzing data, facilitating workshops, managing projects, and presenting recommendations to…