Service Designer, 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

Design services that make fairness accessible to everyone.

At the Australian Financial Complaints Authority (AFCA), we exist for one reason: to ensure Australians are treated fairly when it matters most. But fairness only works if it’s accessible.That’s where you come in.

This is a unique opportunity for a Service Designer to play a pivotal role in AFCA’s Equity of Access (EoA) program, designing services that are inclusive, accessible, and responsive to the diverse needs of our community.

Working as part of a cross-functional delivery unit alongside Product Design and Customer Experience, you’ll help reimagine how people navigate AFCA reducing effort, removing barriers, and ensuring people don’t have to retell their story to be heard.

You’ll focus on designing tailored service pathways that respond to different needs and circumstances, rather than a single, standardised experience. Your work will span people, process and touchpoints, helping ensure services can adapt to the individuals using them.

You’ll work in short, iterative cycles, rapidly testing and embedding improvements into day-to-day operations, ensuring that great design translates into real-world impact.

What you’ll be doing

• Design end-to-end customer journeys that reduce friction, duplication and effort
• Identify and remove barriers across channels, particularly for vulnerable or diverse customer groups
• Translate insights into practical service changes that can be embedded into operations
• Embed inclusive and accessible design into AFCA’s services and workflows
• Partner closely with Product Designers to ensure alignment between digital and service experience
• Champion consistency across touchpoints and channels
• Facilitate workshops and co-design sessions with stakeholders and user groups
• Work hands-on with operational teams to ensure solutions land and are sustained

This is initially a 12-month contract role. 

Qualifications

What you’ll bring

• Strong service design capability, with proven journey mapping experience
• Ability to bridge design and execution — turning insight into operational reality
• Experience working in complex, multi-stakeholder environments
• Confidence working in agile or iterative delivery models
• Understanding of inclusive and accessible design, and the needs of people who may experience barriers
• Excellent facilitation, communication and stakeholder engagement skills
• Curiosity and openness to emerging technologies, including AI-enabled design tools

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.