[What the role is]
This role focuses on transforming service delivery and workforce capabilities through strategic redesign and planning. The successful candidate will lead service journey mapping and process improvement initiatives using design thinking and human-centred design approaches, working closely with departments to identify improvements to current processes and develop streamlined, technology-enabled solutions.[What you will be working on]
Service Journey and Process Redesign - Utilising design thinking methodologies and human-centred design principles, you will partner departments to conduct thorough reviews of end-to-end service processes. This includes mapping current state journeys, identifying pain points and inefficiencies, and designing streamlined future state processes that leverage technology and digital solutions. The role demands strong analytical skills to evaluate process effectiveness and creative problem-solving abilities to develop innovative solutions that enhance service delivery whilst reducing complexity.
Job Transformation and Change Management - Following service redesign initiatives, you will comprehensively assess how existing roles will evolve and what new positions may be required. You will guide departments through structured job redesign processes, ensuring alignment between new service models and workforce capabilities. This includes developing implementation timelines, managing stakeholder expectations, and formulating plans to ensure smooth transitions for affected employees.
Strategic Workforce Planning – You may also participate in cross-functional project teams to develop forward-thinking workforce strategies that anticipate future organisational needs. This may include conducting comprehensive analysis of emerging trends, identifying transformation opportunities beyond current initiatives, and creating strategic roadmaps that position the organisation for long-term success. The role requires the ability to think beyond traditional boundaries and propose innovative approaches to workforce challenges.
[What we are looking for]
Background in workforce planning, job/service/process redesign including design thinking methodologies, service design principles or lean/agile principles and methodologies would be highly advantageous
Good communication, written and interpersonal skills. Ability to work collaboratively across multiple departments and levels of seniority.
Excellent analytical and problem-solving capabilities and proficiency in process mapping and workflow analysis
Change management ability with sensitivity to employee impact
Individuals with no prior experience but are passionate about the job role and committed to learning quickly on the job will also be considered
Successful candidates will be offered contract employment. Interested applicants, please apply online