Operational Excellence Specialist

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 Specialist is responsible for owning improvement initiatives from discovery through to delivery. You will scope opportunities, develop solutions, and work with stakeholders to implement changes that improve efficiency, member experience, and business outcomes. 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. 

What you'll do

Process Improvement & Analysis 

• Use structured methodologies (DMAIC, PDSA, 5 Whys, SIPOC) to assess, analyse and improve and improve core processes. 

• Conduct root cause analysis using qualitative and quantitative data sources (e.g., Power BI dashboards, complaints, NPS feedback, and frontline inputs). 

• Translate operational problems into clear improvement opportunities. 

• Define, document, and track improvements from discovery through to delivery handover. 

• Take ownership of small to medium improvement projects, moving them from idea through to delivery and post-implementation review 

• Support post-implementation reviews to assess impact and sustainment. 

Data & Insights Translation 

• Use data from systems (SharePoint, GCP, Power BI) to identify friction points in operational performance. 

• Collaborate with the Data & Insights team to validate assumptions, spot patterns, and support data-led decision making. 

• Present insights and process recommendations visually and clearly using tools like Excel, Visio, Promapp, and Miro. 

• Contribute to performance reporting aligned to Operational Excellence KPIs. 

Cross-Functional Engagement 

• Work closely with business stakeholders across Roadside including Operations, Support, and Tech. 

• Participate in workshops, walkthroughs, and discovery sessions to gather insights and shape improvement efforts. 

• Document processes clearly for communication and alignment, supporting change and implementation teams as needed. 

• Partner with Tech, Operations, and frontline teams to turn ideas into practical solutions, coordinating delivery tasks and supporting change through to go-live. 
   

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!