Continuous Improvement Lead

Job Type: Permanent Full Time

Location:

Melbourne, VIC, AU

Category: Customer Engagement

About Liberty

At Liberty, we don’t just think outside the box - we deliver results that change lives. For nearly three decades, we’ve been redefining lending in Australia with flexible solutions that empower people to achieve their goals. Performance is in our DNA. We believe financial freedom should be accessible to everyone, and we’ve proven it by helping nearly one million customers secure home, business, personal, car, commercial, and SMSF loans.

We are a collaborative and social community that pride ourselves on being values driven. We base our vision of being the leading finance group that champions free thinking on FLAIR, our five key values that guide us to always be Fair, Learning, Accountable, Invested and Resourceful. These values inform everything we do, from how we look at the world, engage with our customers and treat each other.

The Opportunity

At Liberty, we are passionate about creating simple, efficient and customer-focused experiences. We are seeking a Continuous Improvement professional to drive operational excellence by identifying opportunities, simplifying processes and delivering meaningful business improvements.

In this role, you will partner with leaders and stakeholders across the business to analyse customer and operational pain points, lead process improvement initiatives, and implement sustainable solutions that enhance customer outcomes, employee experience and business performance. This is an exciting opportunity to make a tangible impact by influencing how we work, improving efficiency, and helping us deliver exceptional service to our customers and business partners.

Key Responsibilities

Lead and deliver continuous improvement initiatives that enhance customer outcomes, operational efficiency and business performance.
Analyse processes, customer insights and operational data to identify root causes and improvement opportunities.
Redesign and optimise customer journeys, workflows and operating processes to reduce inefficiencies and improve service delivery.
Facilitate workshops and collaborate with stakeholders to develop and implement sustainable improvement solutions.
Monitor performance metrics, measure benefits realisation and report on improvement outcomes.
Develop and maintain process documentation, standards and continuous improvement frameworks.Support change initiatives through effective communication, training alignment and adoption monitoring.
Promote a culture of operational excellence, customer focus and continuous improvement across the business.

About You

Proven experience in a Continuous Improvement, Process Improvement, Operational Excellence or Business Improvement role.
Strong understanding of Lean, Six Sigma and process improvement methodologies.
Demonstrated experience leading process improvement initiatives and delivering measurable business outcomes.
Advanced analytical and problem-solving skills with the ability to translate data into actionable insights.
Experience facilitating workshops, stakeholder meetings and cross-functional improvement initiatives.
Strong process mapping and documentation skills, with experience using related tools and frameworks.
Ability to influence and build effective relationships across multiple stakeholder groups.
Comfortable working in fast-paced, customer-centric operational environments.Strong communication and change management skills, with the ability to guide teams through process improvements.
Experience within financial services, contact centre, customer operations or service-based environments will be highly regarded.

Why join Liberty?

At Liberty, we celebrate people bringing their most genuine and authentic selves to work and we’re incredibly proud of the diverse and inclusive culture we’ve built. We’re living this commitment through our gender equality, disability, LGBTQIA+, mental health and religious and cultural initiatives. As we work towards helping people get financial, we acknowledge and value the contribution of indigenous Australians, Torres Strait Islanders and other cultural minority communities.

We strive for diversity and inclusion within our workforce and deliver a number of initiatives for our community. We are proud to be endorsed by Work180 and a certified B Corporation.

We are thrilled to be finalists in the Australian Employer of Choice and HR Team of the Year Awards – we will never be finished making Liberty the best place to work. We believe it’s the little extras that can make a big difference in helping our team meet their needs. There’s more to working at Liberty than just great financial rewards - we provide access to a large number of great benefits such as:

Wellness perks including, free counselling, flu vaccinations, health-checks, massages, private health and gym subsidies
We are social with monthly themed lunches and events, EOY and EOFY parties
Community groups such as our Internal Pride Network (LGBTQIA+), Women in Leadership, Green Stars (environmental enthusiasts!) and more
An opportunity to give back to the community with our Lend-A-Hand initiatives
Fantastic growth and career progression opportunities with access to online development courses
There's more?! Yes we have coffee, daily fruit, constant snacks available anytime

Liberty is an equal opportunity employer. We encourage applications from all people, regardless of race, gender, religion, age, sexual orientation, gender identity or disability.

To submit your application for this role please click the "Apply" button.

Only shortlisted candidates will be contacted.