Senior Business Analyst (Process Improvement / Service Design)

Senior Business Analyst (Process Improvement / Service Design)

Our client is a large values-focused Federal Government Agency seeking an experienced Senior Process Improvement Specialist to support complex service design and process improvement work across participant pathways and back-of-house functions.

This role will suit someone with strong process mapping, service improvement, stakeholder engagement and data analysis experience who can identify inefficiencies, develop evidence-based recommendations and support practical improvements in a complex service delivery environment.

ROLE DETAILS:

Location: Melbourne or Geelong VIC
Contract: 6 months + 6-month extension option
Working arrangement: Hybrid, 2/3 split
Security: Must be able to obtain Baseline
Eligibility: Australian Citizen only
Closes: Tuesday 15th September 2026

ABOUT THE ROLE:

You’ll work across service design and process improvement activities, mapping current-state processes, analysing participant pathways and back-of-house functions, engaging with end-users and stakeholders, and supporting the design of practical improvements.

The role also involves working with service designers, business analysts, UX/UI designers and business stakeholders to develop viable solutions, test improvements with end-users and build a continuous improvement backlog.

KEY RESPONSIBILITIES:

• Map current-state processes across participant pathways and back-of-house functions.
• Conduct time and motion studies to understand handling times and process performance.
• Facilitate workshops and engagements with end-users to identify pain points and improvement opportunities.
• Collect and analyse quantitative and qualitative data to develop evidence-based recommendations.
• Work with service design, business analysis, UX/UI and business teams to shape practical solutions.
• Support testing and validation activities with end-users to assess the effectiveness of process improvements.
• Contribute to continuous improvement backlogs and implementation planning.
• Provide guidance and coaching to team members on process design and optimisation.

SELECTION CRITERIA:

• Demonstrated experience in end-to-end process analysis, current-state and future-state process mapping.
• Experience identifying inefficiencies and implementing process improvement initiatives in complex service delivery environments.
• Strong analytical skills, including the ability to interpret quantitative and qualitative data.
• Experience using time and motion studies or similar evidence-based approaches to understand process performance.
• Strong stakeholder engagement and facilitation skills, including workshops, interviews and end-user engagement.
• Ability to develop practical solutions that improve customer, participant or business experiences.
• Experience working collaboratively with multidisciplinary teams, including service designers, business analysts, UX/UI practitioners and business stakeholders.
• Strong planning and prioritisation skills, with the ability to manage competing priorities, risks, dependencies and deliverables.

HIGHLY DESIRABLE:

• Knowledge of Lean, Six Sigma, BPM, Continuous Improvement or similar process improvement methodologies.
• Experience in human-centred design, service design, customer experience or co-design.
• Experience designing or conducting testing, validation or pilot activities with end-users.
• Experience in government, public sector or highly regulated environments.

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