Senior Advisor to Chief Customer Officer

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.

Working closely with the Chief Customer Officer, the Senior CCO Advisor provides high-level strategic advice, leads complex and sensitive initiatives, and coordinates cross-organisational activity to ensure effective delivery of AFCA's Customer Experience and Operations Group. This is a trusted, close-to-the-executive role for someone who can move seamlessly between strategic thinking and hands-on delivery, exercising independent judgement on issues that matter.

What you'll do

• Serve as principal advisor to the Chief Customer Officer, exercising independent judgement on complex, sensitive and high-risk issues
• Act as a strategic proxy for the CCO — authoring executive communications, preparing them for high-stakes engagements, and representing their position where direct attendance isn't possible
• Lead the strategic uplift agenda for the Customer Experience & Operations Group, embedding governance frameworks and driving efficiency initiatives
• Partner with Finance as the senior business lead for the CXO Budget
• Bring independent strategic insight to the AFCA Senior Leadership Group on performance, risk and emerging issues

To be successful in this role, you will need:

• Significant senior leadership experience operating at, or immediately below, executive level in complex, high-stakes organisations
• A demonstrated track record of providing trusted strategic counsel to C-suite leaders on sensitive, high-risk and reputationally significant issues
• Proven ability to lead major transformation and change agendas, with a strong record of translating strategic intent into measurable organisational outcomes
• Exceptional judgement, discretion and political acumen — able to navigate ambiguity, competing priorities and high-pressure situations with composure
• A strong command of executive communications, with the credibility to represent senior leaders in high-stakes forums and speak with their authority
• Relevant tertiary or postgraduate qualifications, ideally complemented by experience in regulated, complex or multi-stakeholder environments
• Please also note that this role is a minimum of 3 days per week in the office

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

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].

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.