Process Optimisation Lead - Roadside

About the role

NRMA is looking for a Process Optimisation Lead to drive end-to-end process improvement initiatives across its Roadside business. Based in Sydney with hybrid working (2 days in the Sydney Olympic Park office), you will partner with frontline, operations, digital, technology and enabling teams to solve complex business problems and deliver sustainable improvements. Using Lean Six Sigma, DMAIC, BPMN process mapping and data-led insights, you will help improve member experience, frontline effectiveness, operational performance and cost to serve.

Key responsibilities

• Lead end-to-end process optimisation initiatives aligned with Roadside priorities and measurable business outcomes.
• Apply Lean Six Sigma, DMAIC and structured problem-solving techniques to define problems, identify root causes and develop practical solutions.
• Develop and analyse current-state and future-state process maps using BPMN standards.
• Facilitate cross-functional workshops to challenge existing ways of working and design improved processes.
• Use operational data and member and frontline insights to develop evidence-based recommendations.
• Partner with teams to implement improvements, define success measures, track benefits and embed controls so improvements are sustained.
• Coach teams in practical improvement tools and strengthen continuous improvement capability across Roadside.

Required profile

• Demonstrated experience in process optimisation, continuous improvement, operational excellence or business improvement.
• Lean Six Sigma Green Belt or Black Belt certification, with practical experience applying Lean Six Sigma and DMAIC.
• Proven experience leading improvement initiatives from problem definition through to implementation and benefit realisation.
• Experience facilitating workshops and engaging cross-functional teams.
• Strong stakeholder management and influencing skills, able to drive outcomes without formal authority.
• Commercial and operational awareness, balancing member experience, benefits, costs, risks and operational impacts.

Required skills

• BPMN process mapping, process redesign and root cause analysis
• Data-led problem-solving
• Strong communication, planning and organisational skills

What we offer

• Progressive flexibility, leave and well-being benefits
• Travel discounts on accommodation at NRMA Holidays Parks & Resorts
• Complimentary myNRMA Rewards membership with free Roadside Assistance and discounts on groceries, movies, gift cards, gyms, attractions and restaurants
• Discounts on NRMA personal insurance products (car, home and travel)
• Career growth opportunities within the NRMA Group or across locations