Senior Service Design & Process Improvement Lead - Hybrid

Government client (agency undisclosed); Brisbane; Hybrid; AUD 96,000 - 126,000; Full time

Job summary

Government client (agency undisclosed) is seeking an EL1 Service Designer / Process Improvement Specialist to lead service improvement initiatives across a large, complex organisation in Australia. The role focuses on current/future-state mapping, data-driven recommendations and user-centred delivery.

The role involves facilitating workshops, engaging stakeholders, and collaborating with multidisciplinary teams to test and implement improvements.

Qualifications

• Proven experience delivering service design and process improvement initiatives within complex environments.
• Strong capability in current-state and future-state process mapping, identifying pain points and developing practical improvement recommendations.
• Experience analysing qualitative and quantitative data, including process analysis, time and motion studies or performance assessments.
• Demonstrated experience facilitating user engagement, workshops, interviews, co-design and stakeholder consultation activities.
• Highly developed stakeholder engagement and influencing skills, with the ability to work collaboratively across multidisciplinary teams.

Responsibilities

• Undertake current-state and future-state process mapping to identify inefficiencies, pain points and opportunities for improvement.
• Conduct process analysis, time and motion studies and performance assessments to inform evidence-based recommendations.
• Analyse qualitative and quantitative data to identify trends, risks and opportunities to improve service delivery.
• Facilitate workshops, interviews, user engagement and co-design activities to understand user experiences and validate proposed improvements.
• Collaborate with service designers, business analysts, UI/UX designers, operational teams and senior stakeholders to develop effective solutions.
• Support the design and delivery of user testing programs, evaluate outcomes and maintain continuous improvement backlogs.
• Manage competing priorities, resolve issues and risks, and lead complex work under broad direction.
• Provide guidance and support to team members on process design, optimisation and continuous improvement practices.

Skills

Service design

Process improvement

Stakeholder engagement

Workshop facilitation

User testing

Tools

Miro

FigJam

Visio

Lucidchart

Figma

Job description

Government client (agency undisclosed) is seeking an EL1 Service Designer / Process Improvement Specialist to lead service improvement initiatives across a large, complex organisation in Australia. The role focuses on current/future-state mapping, data-driven recommendations and user-centred delivery.

The role involves facilitating workshops, engaging stakeholders, and collaborating with multidisciplinary teams to test and implement improvements.