Service Improvement Consultant

2 x Permanent FT opportunities, centrally located in Burwood, Diverse team committed to making a difference to the customer experience, Never met a problem you couldnt solve Creative and commerical thinker.

  • Never met a problem you couldnt solve Creative and commerical thinker
  • Diverse and inclusive team committed to making a real difference to the customer experience
  • 2 x Permanent FT opportunities, centrally located in Burwood

About us

Over the next 40 years, Sydneys population is projected to swell to over 12 million residents and regional NSW will accommodate an extra 700,000 people. Transport for NSW is delivering an unprecedented $55.6b investment into a truly game changing Future Transport strategy which will bring together several modes and cutting edge technologies to deliver satisfaction and safety for our customers while supporting a rapidly growing economy.

The opportunity

Currently, we have an opportunity for an experienced Service Improvement Consultant to join our Transport Shared Services (TSS) Service Centre team.

This role will manage service transition as well as the analysis and resolution of complex systemic issues in tier 0 and tier 1. Additionally, the role designs and implements service improvement projects and initiatives contributing to the achievement of improved customer experience and increased operational efficiency.

What you will be involved in:

  • Analysing complex system and process problems to reach innovative yet pragmatic solutions.
  • Working closely with Service Line Owners and TSS Team Leaders to document, simplify, consolidate and automate processes and procedures across employee services, finance, procurement, asset and workplace and customer services, driving improvements to customer experience and operational efficiency.
  • Collaborating with key business areas to drive process automation including use of robotic process automation.


About you

You are a Service Improvement professional that thrives on utilising your problem solving expertise and natural curiosity to facilitate positive change and increase service delivery outcomes. A confident communicator and collaborator, you are well versed in systematically identifying opportunities for enhancement across processes and systems as well as generating and implementing effective solutions.

You seek an opportunity that offers you challenge, involvement and the chance to fully utilise your expertise and initiative to further develop your career potential.

Essential requirements

  • Demonstrated experience in delivering projects that have a measurable impact on service delivery, performance standards and customer experience.

  • Demonstrated ability to build trust, influence and communicate effectively, apply a commercial and customer mindset, and creatively problem solve.

  • Skilled in identifying opportunities for synergy and integration of systems, processes and/or improvement initiatives.

  • Ability to ensure changes to existing processes, technologies and services are carried out in a systematic and logical way.

  • Ability to travel.
  • Demonstrated experience in BIA management, results reporting, process mapping and process redesign.

  • Advanced skills using Visio, Excel and Project Management tools.

  • Proven experience in Knowledge, Quality and Capability Management Frameworks, tools and assessments.


Joining Transport for NSW, youll have access to a range of unique government benefits in a flexible work environment like no other. If youre ready to step into this meaningful and rewarding role, we want to hear from you!

Dont miss out! Apply today to register your interest.

Our Commitment to Diversity

Great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation.

Salary and Benefits

The salary for this position is Transport Service Grade 8 ($115,137 $128,952), plus employer's contribution to superannuation and annual leave loading.

For more information on Employee Benefits at TfNSW please click here.

How to apply

To apply for this position, please submit a resume and brief covering letter (no longer than two pages) which addresses:

a) how your skills and experience suit the role, and

b) your most significant and relevant achievement.

Applications Close: 11.59PM Sunday 22 March 2020

16/03/2020 $0 CBD, Inner West & Eastern Suburbs 1 Consulting & Strategy
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