AFCA is seeking a Service Design professional to design and improve end-to-end customer journeys for scam-affected consumers and small businesses. The role combines service design with UX/UI design capability, focusing on accessibility, inclusivity, and responsive customer experiences across channels. This is a 12-month max-term contract position that involves journey mapping, identifying barriers, designing service improvements, and collaborating with product and UX/UI teams to ensure holistic experience delivery.
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. With over 1600 dedicated professionals, AFCA has received more than 634,000 complaints since 2018, helping to secure $2.1 billion in compensation for consumers.
Design and improve end-to-end customer journeys related to scams — including prevention, reporting and resolution — to ensure AFCA's services are accessible, inclusive and responsive to the needs of scam-affected consumers and small businesses. This role focuses on how experiences work across channels, processes and teams, ensuring customers can engage with AFCA in the way that works best for them, particularly at moments of heightened vulnerability or urgency.
The role combines service design with UX/UI design capability, contributing to the visual and interaction design of digital touchpoints where needed, alongside broader end-to-end journey work. It works closely with Product Design and relevant Customer Experience and Scams stakeholders to deliver coordinated improvements.
This role is initially a 12-month max-term contract.
Please sign in to assess your resume alignment and generate custom copyable work bullets.
Please sign in to assess your resume alignment and generate custom copyable work bullets.