Senior Service Designer — Process Improvement Lead

Chandler Macleod Group; Sydney; Remote; AUD 96,000 - 126,000; Full time

Benefits offered by this job

ASAP start (pending Federal Police)

12-month assignment with potential for

Location: Nationwide

Superannuation included

Job summary

The Federal Government Agency is seeking a skilled Process Improvement Specialist to drive complex business improvements across a large operating environment. You will map processes, run workshops, and analyze data to shape better customer outcomes and service delivery.

Collaborating with service designers, business analysts, and stakeholders, you will implement practical solutions, support testing, and maintain backlogs, contributing to ongoing organisational change.

Qualifications

• Experience in service design, customer experience, or human-centred design.
• Experience conducting time and motion studies.
• Experience within government, health, disability, insurance, banking, 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

Time and motion studies

Government/large service organisations

Lean Six Sigma / Agile / CI / BPM

Transformation programs

Job description

The Federal Government Agency is seeking a skilled Process Improvement Specialist to drive complex business improvements across a large operating environment. You will map processes, run workshops, and analyze data to shape better customer outcomes and service delivery.

Collaborating with service designers, business analysts, and stakeholders, you will implement practical solutions, support testing, and maintain backlogs, contributing to ongoing organisational change.