Manager

Description:

The Customer Experience Manager will play a key role in delivering AFCA’s inaugural customer experience strategy, vision, and roadmap that is set to launch in the coming quarter. As one of two CX Managers in a team of five, this role will help embed strong CX foundations and drive initiatives that turn insight into action across all customer types, including members, consumers/complainants, paid representatives, and financial counsellors.

Reporting to the Senior Manager, Customer Experience, the role will lead the design and delivery of inclusive, human-centred experiences. It will also embed closed-loop feedback mechanisms and enhance service design across AFCA to ensure services are fair, accessible, and continuously improving.

Typically In This Role You Will
 

• Lead the design and delivery of customer experience initiatives across all customer types.
• Contribute to service design and digital experience initiatives, ensuring accessibility and usability.
• Translate insights from surveys, complaints, and research into actionable service improvements.
• Support the development of CX frameworks, journey maps, and service blueprints.
• Collaborate with internal teams to embed CX principles into projects, systems, and processes.
• Manage and support CX-related projects using structured project management approaches.
• Champion the voice of the customer across AFCA, aligning with strategic goals and values.
   

Qualifications
 

• Significant experience in a dedicated customer experience or service design role.
• Strong stakeholder management and influencing skills across diverse internal and external groups.
• Demonstrated ability to turn customer insights into tangible service improvements.
• Experience with CX methodologies including journey mapping and closed-loop feedback.
• Project management experience or qualifications
• Experience with digital experience design, UX/UI, and human-centered design
• Excellent communication, facilitation, and problem-solving skills.
• Self-motivated, adaptable, and comfortable working in a fast-paced, evolving environment.