Process Improvement Specialist

Great things start here 

Join our team of business professionals doing meaningful work in an organisation that’s ever evolving. Work with people who care and expand your career with opportunities only a diverse business can provide. With license to see things through your way, and the option to split your time between office and home, RACV is where you’ll make a difference. 

About the opportunity 

As a Process Improvement Specialist, you'll lead and shape business process and system improvement initiatives within RACV’s Insurance (Motor and Home) and Emergency Roadside Assist domains. Working closely with various stakeholders, you'll analyse existing processes, identify opportunities for improvement, define business requirements, and help deliver solutions that enhance operational efficiency and improve customer and member experiences.  

This is a varied and collaborative role where you'll partner with business leaders, project teams, vendors and subject matter experts to ensure process improvements and system changes are successfully designed, implemented and embedded into the business. 

Key responsibilities include 

• Analyse existing business processes and identify opportunities to improve efficiency, effectiveness and customer outcomes.  

• Act as an SME for key products and domains (Motor and Home Insurance, Emergency Roadside Assist, Emergency Home Assist, Trades) 

• Lead process improvement initiatives from discovery and requirements gathering through to implementation and review.  

• Gather, document and manage business and system requirements for process enhancements, new products and system changes.  

• Conduct stakeholder workshops, facilitate discussions and build alignment across multiple business areas.  

• Assess the business impact of proposed changes and contribute to business cases, risk assessments and cost-benefit analyses.  

• Collaborate with cross-functional teams to ensure requirements are accurately translated into solutions.  

• Support testing activities, provide business input during user acceptance testing, and contribute to successful implementation outcomes.  

• Develop reporting, communications and post-implementation reviews to measure outcomes and support continuous improvement. 

What you’ll need to be successful 

• Previous experience in Business Analysis, Process Improvement or Continuous Improvement, or extensive operational experience within Motor and Home Insurance, or Emergency Roadside Assistance. 

• Demonstrated experience delivering process improvement initiatives and business change projects.  

• Strong analytical and problem-solving skills, with the ability to identify opportunities and recommend practical solutions. 

• Experience gathering, documenting and managing business and system requirements.  

• Strong stakeholder engagement, facilitation and influencing skills, with the ability to work across a broad range of business and technical teams. 

• Excellent written and verbal communication skills, including the ability to prepare business documentation and presentations. 

• Proven project coordination and prioritisation skills in a fast-paced environment. 

• Tertiary qualifications in Business, Commerce, Information Technology or a related discipline. 

There’s so much on offer when you join RACV 

• A flexible, informal work environment that supports balance between work and home 

• Generous discounts on home and car insurance policies and RACV roadside care 

• RACV Club membership and great discounts across RACV resorts 

• Monthly-updated discounts from a wide range of corporate partners 

Our difference 

At RACV, we believe diversity and inclusion are essential to our continued success. We want our people to feel welcomed, supported and valued for who they are and what they bring. If you require any reasonable adjustments during the recruitment process or in the role, please let our Talent Acquisition team know.