Organisational Excellence Manager (Business & Service Excellence Section)

[What the role is]
As an Organisational Excellence Manager, you will serve as both an igniter and integrator who brings together people, data, and ideas to drive service transformation. This is a strategic, hands-on role for someone who wants to shape how services are designed, delivered, and continuously improved. You will work closely and collaboratively with various stakeholder groups, translating insights into action and turning complexity into clarity.
[What you will be working on]
You will be part of a change management team focused on organisational and service transformation. This involves gathering and synthesising data and/or customer insights across multiple sources, leading or supporting in the design and implementation of solutions that meaningfully elevate service quality.
A significant part of this role will involve reviewing customer touchpoints and internal processes, partnering with key stakeholders to co-create service policies, standards, and agreed outcomes, as well as monitoring adoption and measuring impact. This may include conducting service audits; facilitating discussions, workshops and engagement sessions for both internal teams and external customers; curating and implementing change management plans.
You would be expected to support the Quality Service Manager's Office, including handling and analysing escalated cases. Additional scope may include contributing to or supporting the implementation of Whole-of-Government (WOG) service delivery initiatives.
[What we are looking for]
You are a self-motivated and collaborative team player, with a positive, inquisitive and solutions-oriented mindset. You should demonstrate strong analytical thinking, complemented by effective communications and stakeholder engagement skills.
You should bring a user-centric mindset and have experiences in applying tools and methodologies such as behavioural insights, design thinking, journey mapping and business process re-engineering. You are adept at working with research and data analytical tools, and have the facilitation skills to engage stakeholders effectively.
Prior experience in service transformation, process improvement, or change management would be a strong advantage, as would familiarity with AI tools and their practical application in a service or operational context.
You should possess relevant background in Business, Social Sciences, Economics, Business Analytics, Service Design or any other suitable discipline.