Senior Service Designer & Process Improvement Lead

Chandler Macleod; Brisbane; On-site; AUD 96,000 - 126,000; Full time

Benefits offered by this job

ASAP start

12-month assignment

Location: Nationwide

Job summary

Chandler Macleod is seeking an experienced Process Improvement Specialist for a Federal Government agency to lead complex improvement initiatives across a large, dynamic operating environment. You will map current processes, conduct time and motion studies, analyse data, and design practical solutions with stakeholders to enhance service delivery and customer outcomes.

Collaborating with service designers, business analysts and operational teams, you will drive continuous improvement, support

Qualifications

• Experience in service design, customer experience, or human-centred design.
• Experience conducting time and motion studies.
• Experience within government, health, disability, insurance, or other large service delivery organisations.
• Lean, Six Sigma, Agile, Continuous Improvement, or Business Process Management experience.
• Experience working on transformation or organisational change programs.

Responsibilities

• Analyse and map current business processes and customer journeys.
• Identify inefficiencies, risks, bottlenecks, and opportunities for improvement.
• Facilitate workshops and stakeholder engagement sessions to gather insights and requirements.
• Conduct operational analysis, including time and motion studies and process reviews.
• Collect, interpret, and analyse data from a variety of sources to support decision-making.
• Develop recommendations to improve business processes, customer experiences, and operational performance.
• Collaborate with service designers, business analysts, project teams, and business stakeholders to design and deliver effective solutions.
• Support testing and evaluation activities to measure the effectiveness of process improvements.
• Contribute to continuous improvement initiatives and maintain improvement backlogs.
• Provide guidance and coaching to team members on process improvement methods and best practices.

Skills

Service design

Customer experience

Human-centred design

Time and motion studies

Lean / Six Sigma / Agile

Tools

Lean Six Sigma

Job description

Chandler Macleod is seeking an experienced Process Improvement Specialist for a Federal Government agency to lead complex improvement initiatives across a large, dynamic operating environment. You will map current processes, conduct time and motion studies, analyse data, and design practical solutions with stakeholders to enhance service delivery and customer outcomes.

Collaborating with service designers, business analysts and operational teams, you will drive continuous improvement, support