A large U.S. federal health agency is leading a nationwide contact center modernization initiative to expand 24/7 virtual access to high-quality healthcare services and elevate the Veteran experience. The Senior Process Redesign Lead is responsible for architecting and operationalizing future-state clinical contact center processes. Leveraging Lean Six Sigma methodologies and Human-Centered Design, this role transforms high-level operating models into implementation-ready workflows, SOPs, job aids, and playbooks that improve efficiency, reduce friction, and enable consistent adoption at scale. This role sits at the center of a mission-critical federal healthcare transformation, directly shaping how Veterans and patients access care through modernized clinical contact centers. The Senior Process Redesign Lead ensures that strategy becomes scalable, frontline-ready operations - delivering measurable improvements in access, efficiency, and experience nationwide. Key Responsibilities Facilitate process mapping and requirements validation workshops with contact center leaders, schedulers, clinicians, and call agents to identify current-state challenges and operational gaps. Design comprehensive future-state artifacts, including swim lane diagrams, RACI matrices, SOPs, and workflow documentation across intake, triage, appointment scheduling, secure messaging, and escalation pathways. Quantify business and operational benefits of redesigned processes, including efficiency gains, quality improvements, and experience enhancements. Partner closely with Technology teams to ensure redesigned workflows align with system capabilities, configuration decisions, and user interface requirements. Support pilot planning and execution, defining success metrics, data collection approaches, and structured feedback loops. Train frontline supervisors and agents on redesigned processes and lead iterative refinements based on adoption feedback. Develop implementation playbooks and rollout materials to guide consistent adoption across sites and operational teams. Provide leadership-level summaries, recommendations, and status updates to program stakeholders. Ensure redesigned processes support federal healthcare standards, clinical workflows, and operational readiness.