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

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 or

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process