Senior Specialist - 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.

Are you passionate about enhancing the customer experience? As a Senior Specialist - Customer Experience you will play a critical role in improving the overall customer experience through the design, delivery and management of our CX Measurement programs, tools, and resources. You will drive customer centricity, build capability and support a continuous improvement and customer experience culture that delivers against AFCA’s CX strategy. We are seeking someone who is curious, proactive and customer focused. 

Typically, in this role you will:

• Manage AFCA’s CX Measurement Programs
• Analyse, interpret, connect, and integrate various data sets to create a comprehensive view of Voice of the Customer (VoC) insights.
• Translate customer feedback into actionable strategies and tangible actions and improvements.
• Apply human-centered design principles to create solutions that meet the needs and preferences of customers.
• Monitor the impact of implemented changes and continuously seek opportunities for further enhancement.
• Work effectively with different areas of AFCA to ensure customer feedback is integrated into business strategies.
• Develop and present reports that communicate key findings and recommendations to stakeholders and share success stories and best practices to encourage a customer-centric culture.

• Demonstrated experience in designing, implementing, and managing Customer Experience (CX) measurement programs.
• Ability to analyse, connect, integrate, and interpret data.
• Strong communication and interpersonal skills to facilitate collaboration and drive alignment to AFCA’s CX Strategy
• A proven record of using CX metrics (e.g. CSAT/NPS) and insights to drive business decisions and improvements.
• Ability to prioritize and manage multiple projects to ensure timely and effective implementation of customer-focused strategies.
• Have a strong customer-centric mindset with a deep understanding of customer needs and behaviours.
• Experience in conducting user research, developing personas, and creating customer journey maps to inform design decisions. 
• Experience managing external vendor relationships

• 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
• Bronze AWEI Accreditation 2024 – 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.