Customer Experience Manager, Equity Of Access

Australian Financial Complaints Authority

Melbourne, Victoria, Australia
On-site
Leading cx initiatives in complex service environments
Understanding accessibility and inclusion needs
Translating insights into tangible improvements
This role focuses on designing tailored pathways that respond to diverse needs rather than a single standardized journey

Job Summary

  • This role focuses on designing tailored pathways that respond to diverse needs rather than a single standardized journey.
  • The position involves leading a small multidisciplinary team including Service Designers and Product Designers to deliver iterative improvements.
  • AFCA offers flexible work options, thoughtful benefits, and an inclusive culture designed to put people first.

Matching Summary

This role focuses on designing tailored pathways that respond to diverse needs rather than a single standardized journey.

Skills & Requirements

Must-have

  • Leading CX initiatives in complex service environments
  • Understanding accessibility and inclusion needs
  • Translating insights into tangible improvements
  • Working in agile cross-functional delivery models
  • Influencing stakeholders across business units

Nice-to-have

  • Commitment to improving outcomes for people with barriers
  • Experience connecting customer needs with system design
  • Building organizational capability in accessibility
  • Genuine passion for fairness and positive change

Key Requirements

  • Silver AWEI Accreditation 2025
  • Proven experience leading customer experience initiatives
  • Strong stakeholder engagement and influencing skills

Work Rights

Not specified

Tailored Resume

Cover Letter