This is an opportunity to step into a role where you’ll shape how services are designed, delivered, and experienced at scale — driving measurable improvements in efficiency, productivity, and consistency nationally.
About the Role
You’ll work across a broad portfolio of services, partnering with senior stakeholders to understand current state delivery, uncover opportunities, and design future-ready service models.
Your focus will be to:
- Review and assess current service delivery models and processes
- Map and visualise end-to-end service experiences
- Identify opportunities to improve efficiency, productivity, and consistency
- Design and refine fit-for-purpose service delivery frameworks
- Translate complex operational environments into clear, actionable service designs
What You’ll Be Doing
Service Design & Mapping
- Lead the mapping and visualisation of current and future state services
- Develop end-to-end service blueprints, process maps, and operating models
- Ensure alignment between strategic intent and practical delivery
- Identify and deliver improvements in efficiency, responsiveness, and cost effectiveness
- Drive standardisation and consistency across multiple sites and service lines
- Embed solutions that are scalable and sustainable at a national level
- Apply structured analysis to uncover pain points, dependencies, and risks
- Use data and stakeholder input to shape practical, implementable solutions
- Continuously refine services to improve performance and outcomes
- Work closely with senior leaders and SMEs to co-design solutions
- Facilitate workshops and discovery sessions to bring stakeholders on the journey
- Influence decision-making through clear narratives, visuals, and insight
- Build trust and credibility across diverse teams and operational environments
- Proven experience in service design, operating model design, or service delivery transformation
- Strong capability in process mapping, service blueprinting, and visualisation
- Experience working across complex, multi-site or national environments
- Demonstrated success driving efficiency and productivity improvements
- The ability to translate complexity into clear, engaging artefacts and insights
- Exceptional stakeholder engagement and influencing capability
- Confident facilitating workshops, discovery sessions, and alignment conversations
- Strong systems thinking and analytical mindset
- Ability to balance strategic design with pragmatic delivery
- A natural storyteller who can bring others on the journey of change and improvement
- Shape and influence services that operate at scale across a national footprint
- Drive meaningful uplift in efficiency, consistency, and user experience
- Partner with senior leaders to rethink how services are delivered
- Work in a role that blends design thinking, strategy, and operational execution
