AFCA
Financial Ombudsman
ServiceDesigner,EquityofAccess
“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
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