Process Improvement Analyst

• Fixed-term (12 month) full-time opportunity with possibility to move to permanent 

• Reputable organisation in convenient Sydney CBD location 

• Flexible hybrid working environment (3 days working from home) and flexible hours between 8:30AM and 5:30PM 

• Grow your skills with comprehensive training and development 

• Additional leave benefits 

 

Looking for a career move where you can make a difference? 

EWON is highly respected and provides consumers with independent, free, informal dispute resolution services. Working in an ombudsman scheme provides a unique career experience for people with a strong customer service orientation, who are looking to be part of a great team doing rewarding and valuable work.  

Our opportunity 

We are seeking a Process Improvement Analyst for a full-time 12 month contract to support the Deputy Ombudsman in identifying and driving operational improvements within our Dispute Resolution Team. You will review, analyse, and optimise business processes to improve efficiency, effectiveness, and customer service delivery. 

This is an exciting opportunity to work in a collaborative environment where your insights and contributions will be recognised. The role requires someone with strong analytical skills, project management experience, and a continuous improvement mindset. 

Key accountabilities 

• Identify, analyse, and evaluate opportunities to improve business processes within the Dispute Resolution Team. 

• Develop and implement process optimisation strategies to streamline workflows and improve customer service outcomes. 

• Collaborate with stakeholders to ensure the smooth adoption of new processes and methodologies. 

• Support the development of the CMS and act as a change champion for new initiatives. 

• Analyse operational data, monitor key metrics, and support decision-making through data-driven insights. 

• Lead improvement projects that create efficiencies and enhance the customer experience. 

• Maintain updated process documentation, guides, and process maps to reflect optimised workflows. 

 

 To be successful in this role, you need the below skills and experience:
 

• Bachelor’s degree in Business, Project Management, or a related field from an Australian tertiary institution. 

• Minimum 3 years’ experience in a business analyst or process improvement role, preferably with a complaints team or energy/water industry. 

• Proven experience in project management methodologies, business process mapping, and continuous improvement initiatives. 

• Strong attention to detail and highly organised with demonstrated project management skills. 

• Excellent stakeholder engagement and relationship management skills, with the ability to collaborate across teams. 

• Excellent written and verbal communication skills with experience interpreting data to inform decision-making. 

• Advanced proficiency in Microsoft CRM and Office Suite. Experience with Lean or Six Sigma methodologies is highly regarded. 

 

Why join EWON? 

• Access to a wide range of flexible working options including working from home and a flexible time-off program  

• Additional leave benefits including birthday leave and above minimum sick and carer’s leave 

• Salary Continuance and Life and Total & Permanent Disablement Insurance 

• Ongoing professional development and career growth  

• An exciting wellbeing program with extensive offerings  

 

Interested but need more information? 

To find out more about working at EWON and to view the position description, visit our website: www.ewon.com.au.  

Our People, Culture & Capability Team is always available to discuss the role further on 02 8218 5271. 

How to Apply

If you are ready to take the next step in your career and become part of our dynamic team, then we’d love to hear from you. 

Apply via the recruitment portal on our careers page with your resume and cover letter addressing why you would like to be part of our team and the top three Key Behavioural Capabilities (as per the linked position description) you think are important for this role and how you have displayed these capabilities in the past. 

 

Applications close Wednesday, 11 September 2024.  

 

Please note only shortlisted candidates will be contacted. 

• EWON is an EEO employer. 

• Aboriginal and Torres Strait Islanders are encouraged to apply. 

• Applications from agencies will not be considered at this time. 

• Applicants must be legally permitted to work in Australia. 

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