• Collaborate with clients and stakeholders to identify process design and improvement opportunities and gather information and insights to recommend solutions.
• Identify opportunities and support solution development specifically relating to implementation of the Promise to Address Comprehensive Toxics (PACT) Act.
• Facilitate and lead process mapping sessions and workshops with clients and stakeholders.
• Conduct analysis and evaluation of current processes to identify trends and areas for improvement.
• Use Lean Six Sigma methodologies, tools, and techniques to create visualizations and develop processes, workflows, and procedures.
• Communicate the drivers of process improvements and the opportunities and benefits of process changes to stakeholders and clients.
• Provide input to training and guidance that will support clients and stakeholders in adoption of changes.
• Identify and recommend Human Centered Design best practices to guide the growth and evolution of a Veteran-centric mindset across the VA.

• Bachelor's degree
• Must be able to obtain a Public Trust Clearance
• 5+ years of process mapping experience, including experience utilizing Lean Six Sigma and Human Centered Design concepts for process improvement, performance optimization, and change management.
• Minimum of 2 years of experience in a consulting (“trusted advisor”) role.
• Lean Six Sigma certification.
• Experience using a variety of process mapping software and tools (e.g., Microsoft Visio, virtual whiteboard tools).
• Experience supporting Organizational Change Management (OCM).
• Excellent communication and interpersonal skills to develop and maintain strong relationships.
• Demonstrated ability to collaborate effectively at all levels of the organization, from executives to front-line clerical personnel.
• Experience in testing solutions with clients and users to validate effectiveness.

• Prosci or equivalent OCM certification.
• Experience working with Agile or similar delivery frameworks.
• HCD certification or training.
• Passion for improving customer and user experience.
• Experience working with the Department of Veterans Affairs and/or working with Veterans.

The Department of Veteran Affairs (VA) mission is to care for those “who shall have borne the battle” and for their families, caregivers and survivors. Their core values focus their mission by caring and thereby guide actions toward service to others. Within the VA, the Veterans Experience Office (VEO), leverages customer experience data, tools, technology, and engagement to enable the Department of Veterans Affairs (VA) to be the leading Customer Experience (CX) organization in government, so Service members, Veterans, their families, caregivers and survivors choose VA. Within the VEO the Multi-Channel Technology (MCT) Directorate delivers easy and effective Veteran experiences through all communications channels.