Process Excellence Lead

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: 

1. A one-page cover letter outlining your motivation for
   applying 
2. 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 $113,574 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: Friday 14 November 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