About Belong

It feels good to bring people together. As a telco, we're making our world a more inclusive place. That means giving Australians the tools they need to get things done in the digital world. As an organisation, we're focused on having a customer first mindset and delivering effortless customer experiences. As a workplace, we're building a community where people can bring their whole selves to work. Workplaces can be brutally bland, and that's not good for anyone. Difference makes us all better, and we're always striving to improve.

Focus of the Role
As a Knowledge and Process Specialist, you help our people deliver great customer experiences by turning complexity into clarity, maintaining a trusted knowledge ecosystem, and designing workflows that support our customer facing teams to work confidently.

What You'll Do

This role sits within the Belong Channel Operations team. You'll work alongside other knowledge and process specialists, as well as experts in communications, learning, and deployment.

You'll partner with stakeholders to understand how work happens, mapping process from high level journeys down to detailed steps to ensure smooth servicing of nbn and mobile products for our customers.

You'll identify where things can be simpler or more effective, uncover pain points, remove inefficiencies, and design changes that make work safer, more reliable, and easier for both our people and our customers. You'll then translate those processes into clear, practical work instructions that guide our teams through both simple and complex tasks with confidence.

This role ensures every process is clearly mapped, well documented, version controlled, and easy to access - whether for training, audits, or day to day work. By supporting regulatory readiness and strengthening how we work end-to-end, the Knowledge and Process Specialist help build a more consistent, resilient, and high performing operation.

Key Responsibilities

Consult with stakeholders to understand business problems, desired outcomes,
pain points, and the scope of required change.
Facilitate workshops and collaborative sessions to identify opportunities,
validate findings, and build alignment on improvements.
Conduct impact assessments to identify affected processes, systems, and
frontline audiences, ensuring clear visibility of risks and dependencies.
Define milestones, key dates, and delivery plans, proactively managing risks,
assumptions, and competing priorities.
Analyse current processes to identify inefficiencies, bottlenecks, redundancies,
and opportunities for optimisation.
Evaluate and interpret data to support improvement initiatives and inform
decision making.
Develop and implement process improvement strategies using Lean Six Sigma,
DMAIC, or similar methodologies.
Lead root cause analysis to uncover underlying issues and design long term,
scalable solutions.
Create clear and comprehensive process documentation, including process
maps and work instructions.
Maintain the knowledge base, including version control, updates, and
governance of published processes and procedures.
Translate technical information into clear, accessible documentation that
supports daily operations.
Contribute to a collaborative team culture by building peer relationships, sharing
feedback, and supporting collective growth.
Coach and guide SMEs and Process Owners to understand knowledge standards
and to identify nonvalueadding activities across their processes
Work within an Agile environment, adopting Agile practices, tools, and mindset
to continuously improve ways of working.
Use AI productivity tools effectively and ethically to enhance efficiency and
quality of work.

About You

You're proactive, improvement focused, and passionate about making work easier for people. You enjoy simplifying complex processes, spotting opportunities to improve how things are done, and turning detailed information into clear, helpful guidance. You're practical, curious, and comfortable working with others to understand problems, find better ways of working, and document them in a way that's easy for anyone to follow.

Skills and Experience
Essential Skills
Strong communication skills with the ability to adapt style to suit the audience
Solid understanding of continuous improvement methodologies (e.g., Lean SixSigma)
Human Centred Design mindset
Experience writing or editing technical or operational documentation
Process modelling
Stakeholder engagement
Strong verbal and written communication
Teamwork and collaboration.

Highly Desirable Skills
Attention to detail
Facilitation
Negotiation
Problem solving
Project management
Data analysis
Change management

Systems and Tools (Highly Desirable)
Signavio
Salesforce
AWS
Microsoft 365 & Copilot

Desired Skills and Experience

process design, lean six sigma, process improvement, process modelling, writing documentation, process mapping, Signavio

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