12-month contract | Multiple locations across NSW
$602.55 per day + super
We are seeking an experienced Process Improvement Specialist to join a federal government agency, helping improve service delivery and the experience of people accessing essential services.
This role suits someone who can map complex processes, analyse data, identify inefficiencies and work with stakeholders to deliver practical, measurable improvements.
About the role
Working within a service design team, you will assess existing processes across customer pathways and internal operations, identify opportunities for improvement and support the testing and delivery of effective solutions.
Key responsibilities
- Map current-state processes across customer-facing services and back-office functions.
- Design and conduct time and motion studies to analyse handling times and operational efficiency.
- Engage with end users to understand their experiences, challenges and pain points.
- Collect and analyse qualitative and quantitative data to recommend process improvements.
- Collaborate with service designers, business analysts, UI/UX designers and business stakeholders to develop viable solutions.
- Support end-user testing to assess improvements and maintain a continuous improvement backlog.
- Provide guidance and coaching on process design and optimisation.
- Manage stakeholder relationships, priorities, issues and risks.
About you
You will bring:
- Demonstrated experience in process improvement, business process analysis or operational transformation within a complex organisation.
- Strong skills in current-state process mapping, identifying bottlenecks and developing practical recommendations.
- Experience using data and operational insights to assess performance and support decisions.
- Strong facilitation, communication and stakeholder engagement skills.
- The ability to work collaboratively across business, design and technical teams.
- Experience leading activities independently and coaching others in continuous improvement practices.
- A customer-focused approach and commitment to improving service outcomes.
Applicants must have Australian citizenship or be eligible to obtain a Baseline security clearance.
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