Hybrid Continuous Improvement Lead, Contact Centre

Marsh; Adelaide; Hybrid; AUD 150,000 - 190,000; Full time

Job summary

Marsh is seeking a Senior Continuous Improvement Manager for our Contact Centre, with a hybrid work arrangement across Melbourne, Adelaide or Sydney. You will lead end-to-end improvement initiatives, act as a subject matter expert, and shape practical solutions to improve customer outcomes and colleague experience.

You will develop future-state processes, engage stakeholders, and drive risk-aware, data-led improvements across the operation, ensuring sustainable change and adoption of new ways of

Qualifications

• Bachelor-level or higher in a business-related field and relevant professional credentials.
• 5+ years’ experience in continuous improvement, business analysis, service design, or operational excellence in a complex environment or call centre.
• Proven ability to analyse data, identify trends, diagnose root causes, and translate findings into practical solutions.
• Strong written and verbal communication skills with experience producing process maps, business requirements, and implementation documentation.

Responsibilities

• Lead end-to-end improvement initiatives across the Contact Centre from problem definition to post-implementation review.
• Act as the contact centre SME to improve processes and technology delivering simpler, more efficient customer experiences.
• Develop future-state processes, requirements, maps, options, risks, dependencies and implementation plans.
• Partner with cross-functional stakeholders to improve customer and colleague experience and support business initiatives.
• Assess risks in current and future-state processes, identify control gaps and implement mitigation actions.
• Support adoption of improvements through stakeholder engagement, training and post-implementation review.

Skills

Continuous improvement

Business analysis

Service design

Operational excellence

Data analysis

Stakeholder engagement

Education

Tertiary education in business

Tools

Lean Six Sigma

Process mapping

Job description

Marsh is seeking a Senior Continuous Improvement Manager for our Contact Centre, with a hybrid work arrangement across Melbourne, Adelaide or Sydney. You will lead end-to-end improvement initiatives, act as a subject matter expert, and shape practical solutions to improve customer outcomes and colleague experience.

You will develop future-state processes, engage stakeholders, and drive risk-aware, data-led improvements across the operation, ensuring sustainable change and adoption of new ways of