Manager, Customer Experience

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.

The Customer Experience Manager will play a key role in delivering AFCA’s inaugural customer experience strategy, vision, and roadmap that is set to launch in the coming quarter. As one of two CX Managers in a team of five, this role will help embed strong CX foundations and drive initiatives that turn insight into action across all customer types, including members, consumers/complainants, paid representatives, and financial counsellors.

Reporting to the Senior Manager, Customer Experience, the role will lead the design and delivery of inclusive, human-centred experiences. It will also embed closed-loop feedback mechanisms and enhance service design across AFCA to ensure services are fair, accessible, and continuously improving. 

Typically in this role you will:

• Lead the design and delivery of customer experience initiatives across all customer types.
• Contribute to service design and digital experience initiatives, ensuring accessibility and usability.
• Translate insights from surveys, complaints, and research into actionable service improvements.
• Support the development of CX frameworks, journey maps, and service blueprints.
• Collaborate with internal teams to embed CX principles into projects, systems, and processes.
• Manage and support CX-related projects using structured project management approaches.
• Champion the voice of the customer across AFCA, aligning with strategic goals and values.

• Significant experience in a dedicated customer experience or service design role.
• Strong stakeholder management and influencing skills across diverse internal and external groups.
• Demonstrated ability to turn customer insights into tangible service improvements.
• Experience with CX methodologies including journey mapping and closed-loop feedback.
• Project management experience or qualifications
• Experience with digital experience design, UX/UI, and human-centered design
• Excellent communication, facilitation, and problem-solving skills.
• Self-motivated, adaptable, and comfortable working in a fast-paced, evolving environment.

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas.
• Financial benefits – Not-for-profit salary packaging to boost take-home pay.
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

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 [email protected].

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.