Jobs at Australian Financial Complaints Authority (AFCA)

Create, edit and publish clear, accessible content across email, intranet, web, newsletters and presentations. Support communication plans and campaigns, partner with subject matter experts to simplify complex information, manage approvals and production timelines, measure communication effectiveness, and contribute to team planning and continuous improvement. Role is a 12-month contract with hybrid working.

Design, build and maintain scalable Azure-based data pipelines, lake/lakehouse and lakehouse architectures. Implement batch and streaming ETL, CI/CD, infrastructure-as-code, performance tuning, governance, and observability. Partner with analytics and AI teams to support analytics and ML workloads and ensure security, privacy and compliance.

Design and own end-to-end architecture for AFCA's Digital Experience Platform, translating customer and business needs into secure, scalable solutions. Lead architecture across channels, CMS, integrations, data and security; guide delivery teams, manage risks and technical debt, collaborate with vendors, and ensure regulatory compliance while evolving enterprise architecture standards.

Lead AFCA's end-to-end Data & AI governance lifecycle: design and maintain governance frameworks, drive data quality standards, assess AI tools for bias and fitness, integrate governance with privacy/security, run cross-functional forums, maintain inventories and compliance reviews, monitor regulation, and lead the data governance team.

Manage and resolve financial-difficulty complaints: investigate issues, produce plain-English assessments and determinations, conduct telephone conciliations and negotiations, engage parties compassionately, and work collaboratively to deliver fair, practical outcomes aligned with AFCA policies and relevant law.

Design and embed an end-to-end, data-driven case management framework for Scams EDR. Translate regulatory and business requirements into workflows, partner with stakeholders, develop guidance and training, identify risks and improvements, and support implementation and operational rollout across multi-entity complaint journeys and integrated process+data+system+control operating models.

Lead and develop the Legal Counsel team; provide strategic, commercial and regulatory legal advice; manage litigation and complex disputes; engage regulators and senior stakeholders; drive legal frameworks, governance, and continuous improvement; support strategic projects and jurisdictional change.

Provide legal advice and research to support the Scams EDR Program, draft briefs and submissions, monitor regulatory developments, prepare Executive/Board briefings, contribute training, identify legal risks, and engage with government, regulators and stakeholders to implement the national scams prevention framework.

Lead end-to-end solution architecture for data, analytics and AI initiatives; translate enterprise strategy into scalable designs; embed security, privacy, governance and responsible AI; provide hands-on leadership across data platforms, integration, modelling, serving and reporting; guide teams on design patterns, risks and architectural roadmaps in a regulated environment.