Customer Experience Manager, Equity of Access

Company Description

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

We are looking for a Customer Experience Manager, Equity of Access to help us design more inclusive, accessible and equitable pathways for people who interact with AFCA, particularly those who may face barriers or be in vulnerable circumstances.

This role is focused on understanding and responding to diverse needs, not designing a single experience for all. You’ll lead work that ensures our services can adapt to people’s situations, capabilities and preferences, so they can engage with us in a way that works for them.

This role sits across people, process and systems, shaping how equitable access is designed and delivered across the organisation. It connects Customer Experience, Service Design and Product Design with operational teams to drive practical, sustainable improvements that are embedded into how AFCA works, not just how it designs.

You’ll work as part of a small, cross-functional Equity of Access (EoA) squad, with a Service Designer and Product Designer reporting to you. While you’ll directly lead these roles, you’ll also work closely with teams across the organisation to influence and embed change at scale.

With two direct reports and strong stakeholder engagement across the organisation, this role combines strategy, delivery and leadership. It’s suited to a CX leader who is motivated by improving outcomes for people and turning insight into meaningful change.

What you’ll be responsible for

• Lead CX initiatives that improve equity of access across AFCA’s services
• Design and deliver tailored pathways that respond to different needs, rather than a single, standardised journey
• Translate customer insight, lived experience and feedback into practical changes across people, process and systems
• Lead and support a small multidisciplinary team to deliver iterative end to end improvements.
• Embed inclusive practices into CX frameworks, tools and operational processes
• Influence and align stakeholders across business units, operational teams and leadership
• Support governance, reporting and performance tracking across EoA initiatives
• Build organisational capability in accessibility, inclusion and customer-centric thinking

Qualifications

What you’ll bring

• Proven experience leading customer experience initiatives in complex service environments
• Understanding of accessibility, inclusion and the needs of people experiencing vulnerability
• Strong capability working in agile, cross-functional delivery models
• A track record of translating insights into tangible improvements
• Exceptional stakeholder engagement and influencing skills
• Ability to connect customer needs with operational processes and system design
• A genuine commitment to improving outcomes for people who face barriers to accessing services

Additional Information

• Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at Careers@afca.org.au.

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers. 

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.