AFCA
Financial Ombudsman
CustomerExperienceManager,EquityofAccess
“Customer Experience Manager, Equity of Access at AFCA. Skills: Customer Experience, Equity of Access, Service Design, Product Design, stakeholder engagement, inclusion. 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”
Industry & Context.
understanding and responding to diverse needs; ensures our services can adapt to people’s situations, capabilities and preferences
initially a 12-month contract, with scope for extension
What They're Looking For.
Must Have
Proven experience leading customer experience initiatives in complex service environments, Understanding of accessibility, inclusion and the needs of people experiencing vulnerability, 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
What You'll Do.
Lead CX initiatives that improve equity of access across AFCA’s services
Design and deliver tailored pathways that respond to different needs
Translate customer insight
lived experience and feedback into practical changes across people
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
reporting and performance tracking across EoA initiatives
Build organisational capability in accessibility
inclusion and customer-centric thinking
How You'll Work.
Team & Collaboration
work closely with teams across the organisation to influence and embed change at scale; stakeholder engagement across the organisation
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