Senior Service & Process Design Lead

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

Benefits offered by this job

ASAP start

12-month assignment

Location: Nationwide

Daily rate

Job summary

Chandler Macleod is assisting a Federal Government agency in Canberra hire a Process Improvement Specialist to lead and support service-wide improvements. The role focuses on mapping current processes, analysing data, and designing practical changes to enhance customer outcomes.

You will work with service designers, business analysts, and operations teams to drive continuous improvement. The position is a 12-month assignment with an ASAP start, nationwide location, and a daily rate of AUD 602.55

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

Time and motion studies

Government sector experience

Lean / Six Sigma / Agile

Transformation programs

Job description

Chandler Macleod is assisting a Federal Government agency in Canberra hire a Process Improvement Specialist to lead and support service-wide improvements. The role focuses on mapping current processes, analysing data, and designing practical changes to enhance customer outcomes.

You will work with service designers, business analysts, and operations teams to drive continuous improvement. The position is a 12-month assignment with an ASAP start, nationwide location, and a daily rate of AUD 602.55