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 into meaningful change.
What you’ll be responsible for
This is initially a 12-month contract role, with the possibility of extension.
What you’ll bring
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.
The Royal Children's Hospital (RCH) has been providing outstanding care for Victoria's children and their families for over 147 years.
We are the major specialist paediatric hospital in Victoria and our care extends to children from Tasmania, southern New South Wales and other states around Australia and overseas.
With a passionate, highly skilled and committed staff campus wide of over 5,000, we provide a full range of clinical services, tertiary care and health promotion and prevention programs for children and young people.
We are the designated state-wide major trauma centre for paediatrics in Victoria and a Nationally Funded Centre for cardiac and liver transplantation.
When it comes to training and research we partner with the very best. Our campus partners, the Murdoch Childrens Research Institute (MCRI) and The University of Melbourne Department of Paediatrics, along with the RCH Foundation, are on site with the hospital in Parkville. Together, we are committed to improving the health outcomes for children today and in the future.
In 2016–17, more than 85,654 children attended our Emergency Department, 322,291 specialist clinic appointments were held which was almost 70,000 more than the previous year, more than 17,000 surgeries were performed and more than 48,552 children were admitted to our wards.
