Service Process Improvement Specialist

Summary

The City of Cambridge is seeking a Service Process Improvement Specialist to analyze, document, and enhance municipal service processes. This role focuses on improving efficiency, customer experience, and aligning services with organizational goals. The Specialist will lead continuous improvement initiatives, support change management, and contribute to CRM system development or migration. Key responsibilities include documenting and analyzing processes, developing business cases for changes, leading improvement projects, and supporting change management strategies. The role also involves acting as a liaison between departments, optimizing processes for digital integration, monitoring performance against KPIs and SLAs, and analyzing customer feedback to drive service excellence. The Specialist will report to the Director of Corporate Transformation & Citizen Services.