Operations Excellence Specialist

7 hours ago

Melbourne, Victoria, Australia beBeeSeniorAdvisor Full time $100,000 - $140,000
About the Role

The Senior Advisor plays a pivotal part in driving national operational performance by crafting and implementing user experience research and analysis strategies. This involves tracking progress toward timeliness and service quality targets, identifying potential risks and opportunities for optimization.

Underpinned by a deep understanding of operational processes, the Senior Advisor collaborates closely with stakeholders across the organization to support the development of the Commission's performance framework. A key focus is on achieving timeliness performance targets and identifying best practices and service quality initiatives.

The Senior Advisor spearheads key components of the Commission's UX strategy 2024-27, evaluation research, and organizational performance metrics. They provide valuable insights by:

  • Contributing to the Commission's achievement of best practice and operational objectives;
  • Making informed decisions based on sound professional judgment;
  • Collaborating to achieve results and drive business process improvements;
  • Fostering strong relationships with key stakeholders.

The Senior Advisor utilizes various business data systems, including Microsoft 365 applications, case management tools, workflow management systems, Qualtrics user feedback management system, and STATA.

Main Responsibilities Include

  • Designing and delivering research projects and generating insights and reviews of Commission services from a user-centric perspective;
  • Supervising junior team members for business data analysis to deliver high-quality insights;
  • Conducting business analysis to identify emerging trends and issues from operational data, user feedback, and complaints channels;
  • Contributing to team objectives and strategic planning;
  • Building productive stakeholder relationships.

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