Australian Financial Complaints Authority's logo

Customer Experience & Design Specialist - Operational Excellence - Flexible Location

Australian Financial Complaints Authority
  • PERMANENT, on-going and full-time role, with work/life balance
  • Work in a highly passionate, fun and close-knit team
  • Genuine flexible work environment | New state-of-the-art offices in Melbourne / Sydney

At AFCA, we help people find a fair outcome to disagreements with their financial firm, such as a problem with their banking, insurance, investments advice, or superannuation.

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses with a complaint. We listen to and work with customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. That’s what AFCA does.

About the opportunity 

Joining AFCA means joining an organisation of passionate, intelligent people who are committed to fairness and driving positive change in the financial sector. The Customer Experience Design Specialist plays a critical role in the design and delivery of the customer awareness program of work as part of AFCA’s Voice of the Customer Program. This role is responsible for implementation of a suite of tools, resources and processes that will build capability and support a continuous improvement and customer experience culture.

Typically, in this role you will:

  • Develop customer awareness tools, resources and activities across AFCA. 
  • Create and maintain a calendar of customer awareness activities. 
  • Design and facilitate workshops to promote customer centricity at AFCA, building out the perspective of the customer journey and sharing customer stories to enable continuous improvement opportunities.
  • Develop, facilitate and collate customer research and feedback activities, including surveys, focus groups and other VoC inputs, to improve customer experience and assist in the development of continuous improvement activities.
  • Provide user support for the AFCA Customer Feedback Platform.

About you

To be successful in this role, you will need:

  • Extensive experience in designing and delivering customer awareness programs and workshops to improve the Customer Experience with demonstrable outcomes and results 
  • Strong communication skills with the ability to use storytelling, presentations and visual data to share customer stories.
  • Excellent interpersonal skills, with the ability to establish and maintain productive relationships with key stakeholders to influence and drive customer centricity.
  • A solid understanding of customer feedback research programs and platforms.
  • Proven ability in using data and insights to identify trends in Customer Experience.
  • Self-motivated with the ability to work both autonomously and collaboratively as part of a team.

What’s on offer!

  • A permanent, full-time and secure role in a for-purpose organisation committed to helping the community.
  • Work-life balance and flexibility, so you can work in a way that best suits you and your family.
  • Hybrid working from home and our conveniently located CBD offices, with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing.
  • Generous leave entitlements, including study leave to support your professional development, extra personal leave and paid time off over Christmas. 
  • Competitive remuneration in addition to salary packaging and novated leasing options.
  • Free wellness initiatives to support you to be your best. From yoga and mindfulness classes to annual skin checks and flu vaccinations, we always strive to support our people to be happy and healthy. 
  • Free Employee Assistance Program for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health support services. We offer unlimited access to support with confidential counselling, wellbeing coaching, financial coaching, dietary and nutrition consultations and introductory legal advice.
  • Professional development is supported and encouraged, so your career continues to grow as you enhance your technical and leadership skills and capabilities.

Life at AFCA

AFCA is proud of its people for purpose and inclusive culture, where diverse backgrounds, experiences, and identities are celebrated.  It is important to us that everyone feels a strong sense of belonging. We know we perform at our best when we are empowered to be ourselves, and that this, in turn, enables our future success as an organisation. At AFCA, we want to see you flourish!

To apply

Click "Apply Now" and follow the instructions.

AFCA is a 2022 Circle Back Initiative Employer – we commit to respond to every applicant.

We appreciate your patience whilst we work through applications. In the meantime, you can learn more about who we are and the work we do on our website and social media.

How to apply

This job ad has now expired, and applications are no longer being accepted.
Australian Financial Complaints Authority's logo

Email me more jobs like this.

Daily