Process Excellence Lead

Reference number
req46334
Occupation
Project Management
Work type
Full-Time
Location
Sydney City
Salary Information
$113,574 - $125,720 + super
Closing date
09 March 2026 at 10:00am

Process Excellence Lead
Clerk Grade: 7/8
Annual Salary Range: $113,574 - $125,720 + superannuation
Employment Type: Full-time, Ongoing
Location: Sydney

About this role
Join a dynamic and passionate team of experts delivering Process Excellence initiatives across the Department of Customer Service (DCS). This is an exciting opportunity to leverage your skills and experience to re-engineer processes and design automation solutions, ultimately transforming outcomes for NSW public customers.
Key Responsibilities:
Conduct process diagnostics and mapping workshops, to identify opportunities for improvement and generate relevant artefacts.
Gather information, analyse data, refine scope, and facilitate cross-functional design sessions, in collaboration with our technology team.
Support the end-to-end delivery of initiatives, including scoping, business case development, stakeholder management, process design/re-engineering, benefits management, and process modelling according to enterprise standard.
Enable the development of process, governance, and change management artefacts to effectively embed improvements.
Support DCS Agencies in enhancing their knowledge and capabilities in Continuous Improvement.
Collaborate with stakeholders to help drive strategic transformation initiatives that translate into value.
About You:
Passionate about problem-solving and thrives in a team of enthusiastic experts.
Proficient in as-is/to-be process mapping using process modelling tools such as Signavio and applying BPMN 2.0 standard.
Working knowledge of process improvement and project management methodologies such as Lean, Six Sigma (qualification highly regarded), and Agile.
Over 3 years of experience within significant improvement projects or working in transformation roles within large organizations.
Experience in running and facilitating workshops in person and virtually.
Excellent quantitative analytical skills, with sound judgment and decision-making abilities.
Demonstrated experience in establishing and maintaining quality working relationships with team members at all levels in the organisation in order to understand end to end processes.
Why Join Us?
At DCS, we are committed to putting the customer at the heart of everything we do by solving complex business challenges and driving process excellence. We foster an innovative, inclusive, and high-performing environment where your skills and ideas make a real difference. We celebrate diversity and support our team members to thrive professionally and personally.

How to Apply:
If you’re ready to take on this exciting career challenge, please submit your application including:
A one-page cover letter outlining your motivation for applying
An up-to-date resume (maximum 3 pages) detailing your relevant skills and experience
Applicants invited for interview will be required to complete additional assessments.
We look forward to hearing from you!
Salary Grade 7/8, with the base salary for this role starting at $113574 base plus superannuation

For enquiries relating to recruitment please contact Meg Rapley via Meg.Rapley@customerservice.nsw.gov.au.
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
Closing Date: Monday 9 March 2026 at 9:59am

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Meg.Rapley@customerservice.nsw.gov.au or 02 9494 8351.
For more information, please visit

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Information on adjustments available for the recruitment process