Service Design Analyst

Job Title: Service Design Analyst

Location: Rancho Cordova, CA (In-Person– 4 days onsite)

Employment Type: Full-time

Pay Range: $70,000 - $90,000 /yr.

Who We Are

Clutch is an award-winning, certified women-owned business that works to match organizations with resources they dream about. Clutch elevates its employees by building on their strengths and promoting work-life balance. Our team of professionals support one another to continuously become the best versions of themselves; truly living out the Clutch core values of connection, optimism, drive, evolve, and curiosity. 

Overview of Opportunity

The Service Design Analyst supports clients in evaluating, redesigning, and improving the way their organizations deliver services and experiences. This role blends business process improvement, strategy, service design, and change facilitation to help clients enhance efficiency, effectiveness, and the human experience at every step of their operations.

As part of the client-facing consulting team, you will collaborate with clients across public sector, nonprofit, and private enterprise to identify opportunities for service improvement, map and redesign service processes, and support the implementation of sustainable solutions. You’ll use both structured methodologies (e.g., Lean Six Sigma, value stream mapping) and human-centered design approaches (e.g., journey mapping, stakeholder interviews, prototyping) to ensure that every process works better for people and for business outcomes. In addition to providing process evaluation, design, and implementation services, you will be responsible for developing plans and providing expert advice to organizations on the best approach for implementation of new processes with their teams. You will also evaluate and propose opportunities to streamline and automate business processes through digital tools.

This is a journey-level consulting position suited for someone with a passion for improving how organizations function and deliver value, who thrives at the intersection of strategy, systems, and human experience.

The Service Design Analyst is part of the Client Services and Delivery Team and will report to the Principal Consultant.

What You'll Do

Service & Process Design

• Lead and support complex, cross-functional service design and process improvement projects that drive operational efficiency, effectiveness, and improved customer and stakeholder experiences.
• Develop process maps, journey maps, and service blueprints to visualize how services are delivered and where opportunities exist for improvement.
• Apply structured methodologies such as Lean Six Sigma, Kaizen, or value stream mapping to analyze and optimize workflows.
• Conduct stakeholder and user interviews, focus groups, surveys, and/or workshops to understand pain points and design solutions grounded in real experiences.
• Recommend opportunities to streamline or automate processes while ensuring a human-centered approach remains central.

Consultation & Implementation

• Provide consultative guidance to client teams on process and service redesign approaches and best practices.
• Advise clients about digital tools available to augment business process improvement efforts, including identification of best-value software products that improve efficiency of the organization’s team.
• Support the rollout and implementation of new or updated processes and service models, including the development of training materials, internal communications plans, change plans, and other knowledge transfer documentation.
• Develop and track key performance indicators and other metrics to evaluate the impact of process and service improvements.
• Create standard operating procedures, process documentation, and toolkits to support strategy, standardize improvements, and sustain change.

Collaboration & Continuous Learning

• Collaborate with multidisciplinary teams—including subject matter experts, technologists, and communications professionals—to align design and implementation efforts.
• Stay current on service design, human-centered design, and process improvement methods and tools.
• Contribute to the team’s knowledge base by sharing insights, templates, and lessons learned from client engagements.
• Perform other related duties as assigned.

This may be a great fit for you if you have…

• 3 years of experience with process design, service design, experience design, or business process improvement.
• Excellent verbal and written communication skills and ability to adapt your communication style based on audience.
• Strong analytical and facilitation skills, with experience developing process maps, user journeys, and service blueprints.
• A natural curiosity about how organizations work and how they can work better for both staff and customers.
• The ability to organize complex information and manage multiple priorities simultaneously.
• High comfort level with building trust and fostering strong team relationships.
• Familiarity with human-centered design and change management approaches.
• Expertise in Microsoft Suite (Excel, PowerPoint, Visio, Outlook, Word, etc.).
• Expertise in process design tools such as Lucidchart, Pipefy, Creately, or Visio.

Extras we love!

• Bachelor’s degree in a related field (e.g., business, public administration, design, or organizational development).
• Experience in public sector or nonprofit consulting.
• Lean Six Sigma certification or a related credential.

Physical Requirements

• Works in-person at least four days per week.
• Ability to operate standard office equipment such as computer, calculator, keyboard, mouse, printer, and phone.
• May occasionally need to bend, squat, and lift up to 40 pounds.
• Ability to travel to regional event sites on a regular basis and occasionally travel to out-of-area events.

Why Us?

• Meaningful work with a people-first approach. 
• We believe in an optimistic, positive culture that connects good people with good work. 
• We provide continuous growth and development opportunities.  
• We offer benefits packages that include Health, Dental, Vision, and Life Insurance along with a 401K option.  
• Generous paid time off, including 11 holidays

Our Commitment

Inclusion and diversity are fundamental to our culture and core values. We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Clutch has the responsibility to create and sustain an inclusive environment.

Equal Employment Opportunity Statement

Clutch is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, pregnancy, gender, gender identity and expression, religion or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Clutch is committed to providing veteran employment opportunities to our servicemembers.

Accommodation Statement

Clutch is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Clutch and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Clutch and have accommodation needs for a disability or religious observance, please send us an email or speak with your recruiter.

Other Employment Disclaimers

Employment with Clutch is for no specified period of time. Employment with Clutch is “at-will,” meaning that either the employee or the company may terminate employment at any time and for any reason, with or without cause. Although job duties, title, compensation, and benefits, as well as Clutch’s personnel policies and procedures, may change from time to time, nothing in this disclaimer or any policy of Clutch shall be interpreted to conflict with or to eliminate or modify in any way, the at-will employment status of Clutch employees.

Job descriptions typically change over time as requirements and employee skill levels change. Supervisors may revise and/or add duties to reflect these changes. Clutch retains the right to change or assign other duties to this position.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Clutch participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. For more information about E-Verify, please go to www.dhs.gov/e-verify.