Senior Process Excellence Lead

Senior Process Excellence Lead

Clerk Grade: 9/10

Salary Range: $125,693-$138,510 + 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 to identify opportunities for improvement and develop implementation roadmaps.
• Gather information, analyse data, scope opportunities, and facilitate cross-functional design workshops.
• Responsible for the end-to-end delivery of assigned initiatives, including scoping, business case development, stakeholder management, process design/re-engineering, benefits management, process modelling according to enterprise standard to implement improvements.
• Develop process, governance, and change management artefacts to effectively embed improvements.
• Support DCS Agencies in enhancing their knowledge and capabilities in Continuous Improvement.
• Collaborate with senior stakeholders to drive strategic transformation initiatives to translate this into value.

About You:

• Passionate about problem-solving and thrives in a team of enthusiastic experts.
• Demonstrated expertise in process improvement and project management methodologies such as Lean, Six Sigma (qualification highly regarded), and Agile. Over 3 years of experience leading significant improvement projects or working in transformation roles within large organizations.
• Strong stakeholder engagement skills, capable of clarifying scope, roles, and priorities.
• Proficient in as-is/to-be process mapping using process modelling tools such as Signavio and applying BPMN 2.0 standard.
• Knowledge of change management, knowledge management, and risk control best practices.
• 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

Additional assessments will be conducted as part of the recruitment process

We look forward to hearing from you

Salary Grade 9/10, with the base salary for this role starting at $125,693 base plus superannuation

Click Here to access the Role Description .

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 8 September 2025 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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