Operational Excellence Lead

We're one of Australia's most trusted brands and proudly member owned, with our people and community at the heart of everything we do. From our legendary Roadside assistance to electric vehicle charging networks, the NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.

That's why a career with us means creating the future you want, while helping the NRMA Group to keep moving Australia forward. Together, we can make a difference.

The Operational Excellence Lead plays a pivotal role for driving continuous improvement across core roadside operational processes using structured methodologies. This hands-on role works closely with cross-functional teams to identify inefficiencies, analyse data, and deliver actionable solutions that simplify and optimise business operations. The position is ideal for a detail-oriented problem-solver with a passion for data, collaboration, and driving process efficiency and overall performance change for the business.

• Apply structured improvement methodologies (DMAIC, PDSA, SIPOC, 5 Whys) to assess, analyse, and enhance roadside processes.
• Conduct root cause analysis using dashboards, frontline feedback, complaints, and NPS data to pinpoint key issues.
• Translate operational problems into clear, actionable improvement opportunities.
• Define, document, and track improvements from discovery through to delivery, including post-implementation reviews.
• Analyse data (SharePoint, GCP, Power BI) and collaborate with the Data & Insights team to validate findings and shape recommendations.
• Present insights and recommendations visually using tools like Excel, Visio, Promapp, or Miro.
• Engage stakeholders across Operations, Support, and Tech to align improvement efforts and gain buy-in.
• Facilitate workshops, walkthroughs, and discovery sessions to gather insights, map processes, and support change teams.
   

What You’ll Bring

• 1–3 years’ experience in business operations, service optimisation, process improvement or similar role.
• Ability to analyse data and process flows to identify trends, issues, and opportunities.
• Strong communication and visual storytelling skills using PowerPoint, Miro, or equivalent.
• Ability to use tools such as Power BI, Excel, SharePoint, Promapp, and Visio.
• Familiarity with operational excellence methodologies such as Lean, DMAIC, or PDSA.
• Lean Six Sigma Green Belt will be highly regarded
• Strong problem-solving skills and a continuous improvement mindset.
• Comfortable working both independently and within a cross-functional team.

As part of our recruitment process, successful applicants will be required to complete pre-employment checks.
 

What’s in it for you?

At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you!

• Progressive flexibility, leave and well-being benefits to balance all of life's priorities
• Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts
• Complimentary myNRMA Rewards membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Discounts on a range of NRMA personal insurance products including car, home & travel
• Grow, progress or relocate your career and move around the NRMA Group or different locations with us.

Know You Belong

We’re for inclusion, diversity and representing the members, guests, customers and communities we serve. That’s why we welcome applications from First Nations Australians, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team.

Join the NRMA and grow your career with us. Apply now or visit our careers site to find out more!