CustomerExperienceManager,EquityofAccess

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. 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