Service Improvement Specialist (NSW) – 12-Month Contract

Talent; Parramatta; On-site; AUD 96,000 - 126,000; Full time

Job summary

Talent is seeking an experienced Process Improvement Specialist for a 12-month contract across NSW to enhance service delivery and user experience for essential services.

You will map current-state processes, analyse data, identify inefficiencies and work with stakeholders to deliver practical improvements. Collaboration with service designers, analysts and other teams is essential.

Australian citizenship or Baseline security clearance eligibility is required to proceed with applications.

Qualifications

• Experience in process improvement within a complex organisation.
• Strong skills in current-state process mapping and bottleneck identification.
• Experience using data to assess performance and support decisions.
• Excellent facilitation and stakeholder engagement skills.
• Ability to work across business, design and technical teams.
• Experience coaching others in continuous improvement practices.
• Customer-focused approach to improving service outcomes.

Responsibilities

• Map current-state processes across customer-facing services and back-office functions.
• Design and conduct time and motion studies to analyse handling times and efficiency.
• Engage with end users to understand experiences, challenges and pain points.
• Collect and analyse qualitative and quantitative data to recommend process improvements.
• Collaborate with service designers, business analysts, UI/UX designers and stakeholders to develop viable solutions.
• Support end-user testing to assess improvements and maintain a continuous improvement backlog.
• Provide guidance and coaching on process design and optimisation.
• Manage stakeholder relationships, priorities, issues and risks.

Skills

Process improvement

Process mapping

Data analysis

Stakeholder engagement

Facilitation

Cross-functional collaboration

Continuous improvement

Customer experience

Job description

Talent is seeking an experienced Process Improvement Specialist for a 12-month contract across NSW to enhance service delivery and user experience for essential services.

You will map current-state processes, analyse data, identify inefficiencies and work with stakeholders to deliver practical improvements. Collaboration with service designers, analysts and other teams is essential.

Australian citizenship or Baseline security clearance eligibility is required to proceed with applications.