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Job details

Role/s: 1 x EL1 Process Improvement Specialist

The EL1 Process Improvement Specialist is accountable under broad direction to undertake very complex work that delivers quality outcomes across the Service Design functions of the NDIA.

The position is an important team leadership position within the NDIA and will have delegated authority and responsibility to resolve issues and risks across wide-ranging activities of substantial depth involving significant detail. The role requires providing leadership, control, planning, resource management, performance management and decision making for the Team Membership and assigned Contractors working within the work area.

The EL1 Process Improvement Specialist is responsible for actively managing key internal and external stakeholder relationships and where required will represent and negotiate on behalf of the NDIA to advance the NDIA's interests across a range of forums.

Key duties and responsibilities

Responsibilities of the role include but are not limited to:

• Undertaking current-state process mapping of the participant pathway and back-of-house functions
• Developing and executing time and motion studies to support analysis of handling times
• Facilitating engagements with end-users to understand their experiences and pain points
• Collect and analyse various data sources to develop recommendations for process improvements
• Work with service design teams, business analysts, UI/UX designers and business stakeholders to drive collaboration on viable solutions
• Support the design and delivery of the testing programme with end-users to understand effectiveness of process improvements and develop a continuous improvement backlog
• Providing guidance and coaching of team members on best practice process design and optimisation.

(NOTE: the key responsibilities of the role are based on current priorities and may change over time)