_{12th February, 2026}

RSL Queensland (RSLQ) is the largest ex-service organisation in Queensland – providing practical support, assistance and camaraderie to veterans, current serving Defence members, and their families across the state and nationally. 
  
Reporting to the General Manager, Strategy & Service Enablement in our Veteran Services department, you'll lead and manage the review and development of services through the application of human-centred design principles and an in-depth understanding of veterans’ and families’ pathways and needs. 
  
You'll walk alongside the frontline service providers to identify pain points and opportunities to innovate, simplify and streamline to ensure services are optimised and research is translated into tangible service offerings our veterans and their families need. 
  
As part of our Strategy & Service Enablement team, accountabilities include (though are not limited to):  
  

• Leading end-to-end process of review and/or improving current processes, conducting needs assessments, analysing service delivery channels, developing service blueprints, prototyping, testing and creating implementation plans to translate strategic initiatives and agreed research priorities into practical, sustainable, veteran-centric service offerings. 
• Using data-driven insights to identify gaps and opportunities for improvement that enhance efficiency, quality, and customer experience.  
• Leading and championing business improvement initiatives, driving projects that streamline service delivery processes and embed best practices across RSLQ 
• Conducting comprehensive process analysis to evaluate workflows, systems, and methodologies; identify inefficiencies and implement solutions that reduce administrative burden and improve operational effectiveness, and more... 

  
About you 
  

• Tertiary qualifications in business, management, design or similar.  
• Experience leading and delivering successful service design projects from concept to launch. 
• Experience in liaising and collaborating with lines of business in the delivery and management of projects and change initiatives.  
• Demonstrated experience designing/redesigning services in a community health or social service setting for 5+ years 
• Strong communication and problem-solving skills 
• Deep experience in human-centred design methodologies and strong analytical and problem-solving skills  
• Demonstrated ability to facilitate workshops effectively to gather requirements and develop and implement new processes. 
• Excellent interpersonal, relationship and communication skills with empathy 
• Traverse different teams with competing interests and priorities - the ability to get things done 
• Appetite to manage multiple projects, balance competing priorities, and navigate a fast-paced environment while maintaining a focus on delivering value. 

A full outline of the role can be accessed in the position description which can be provided upon request. If this is an opportunity that excites you, please apply by 5pm 14 March 2026.

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