Facilitate workshops and discovery sessions with client stakeholders
Analyze operational workflows, business processes, and service experiences
Identify workflow inefficiencies and improvement opportunities across digital, AI, and automation initiatives
Create workflow diagrams, service flows, customer journeys, and operational documentation
Support the design of future-state operational and customer experiences
Translate business and operational requirements into clear, implementation-ready specifications
Collaborate with strategy, CX, UX, and technical teams across transformation projects
Present findings, recommendations, and workflow concepts clearly to stakeholders
Contribute to operational improvement and transformation initiatives across client engagements

5+ years of experience in business analysis, service design, workflow design, digital transformation, or operational consulting
Strong workshop facilitation and stakeholder management skills
Experience mapping workflows, customer journeys, or operational processes
Ability to structure and communicate complex information clearly
Strong understanding of workflow optimization and operational improvement principles across digital environments
Strong visual communication skills using tools such as Figma, Miro, Lucidchart, or similar
Strong presentation and communication skills
Ability to work independently in fast-paced environments
Experience working with enterprise or government clients is a plus

Brainlake

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