AFCA
Financial Ombudsman
ServiceDesigner,EquityofAccess
Neural analysis suggests this role is
optimal for mid candidates.
“Service Designer, Equity of Access at AFCA. Skills: Service Design, Equity of Access, Inclusive Design, Accessible Design. 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”
Industry & Context.
Reducing effort, removing barriers, and ensuring people don’t have to retell their story to be heard; Designing tailored service pathways that respond to different needs and circumstances
Initially a 12-month contract role
What They're Looking For.
Must Have
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
Nice to Have
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.
What You'll Do.
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
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
How You'll Work.
Team & Collaboration
Partner closely with Product Designers to ensure alignment between digital and service experience; Facilitate workshops and co-design sessions with stakeholders and user groups; Work hands-on with operational teams to ensure solutions land and are sustained
Communication Scope
Excellent facilitation, communication and stakeholder engagement skills
Process & Methodology
Agile or iterative delivery models
Full Job 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. 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
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