Jobs at Australian Financial Complaints Authority (AFCA)

Lead People & Culture partnership for Customer Experience and Operations. Shape workforce strategy, advise executives, drive organisational design and large-scale change, manage complex employee relations and workforce risk, build leadership capability, and deliver commercially informed workforce planning to improve performance and capability.

Provide strategic counsel to the Chief Customer Officer, lead high‑risk and complex cross‑organisational initiatives, drive governance and efficiency improvements, partner on CXO budget and represent the CCO in executive forums to deliver measurable customer experience and operations outcomes.

Lead and transform AFCA's end-to-end membership lifecycle as a product owner, driving onboarding, engagement, renewals and exits. Develop membership strategy, track KPIs, use data and member insights to improve touchpoints, influence cross-organisational systems and communications, and act as senior escalation. Coach and lead a high-performing team focused on commercial outcomes, member value and continuous improvement.

Lead end-to-end delivery of AFCA's Independent Review, coordinating stakeholders, governance, consultation and executive reporting. Manage project plans, risks, timelines and high-quality documentation to ensure successful completion and alignment across internal and external stakeholders.

Manage end-to-end resolution of complex superannuation complaints using conciliation, mediation and negotiation. Analyse evidence, identify core issues, apply relevant legislation, industry codes and AFCA Rules, and prepare clear written assessments and decisions. Lead sensitive conversations with complainants and firms, contribute to continuous improvement, and support broader operational initiatives while managing multiple matters concurrently.

Review and investigate unresolved consumer and small business insurance complaints. Gather evidence, apply AFCA criteria and legal principles, use alternative dispute resolution, negotiate with parties, and prepare preliminary assessments and draft decisions in plain English.

Lead AFCA's end-to-end data and AI governance program, including frameworks, policy, data quality, AI evaluation/assurance, integration with privacy/security, governance forums, inventories and compliance reviews. Partner with leaders across the organisation, monitor external regulation, and lead a small governance team to embed responsible AI and data practices.

Lead AFCA's end-to-end digital product lifecycle to improve customer outcomes, accessibility and operational efficiency. Define product vision and roadmap, translate priorities into measurable outcomes, prioritise and manage the backlog, and drive delivery through cross-functional partnership. Use data, behavioural analytics and experimentation to optimise digital adoption and performance. Influence senior stakeholders, ensure equity of access across consumer and member journeys, and own product trade-offs, optimisation and continuous improvement.

Lead design and delivery of People & Culture foundations for the Scams External Dispute Resolution program. Build workforce model, embed operating model, drive culture and performance, coach senior leaders, manage complex employee relations issues, partner with Workplace Relations and legal, and deliver targeted people strategies through program lifecycle.

Lead end-to-end design and delivery of enterprise IAM (CIAM and workforce) solutions, select and migrate platforms, implement authentication protocols (OAuth2/OIDC/SAML), design token and API auth patterns, enforce identity lifecycle/RBAC and security controls (MFA, conditional access), integrate with enterprise systems (D365, ServiceNow), and provide hands-on technical leadership across design, build, integration and operational support.

Lead and mature technology and cyber risk frameworks for AFCA's digital platforms. Define solution architecture for the Digital Experience Platform, ensure security/privacy/regulatory compliance, advise delivery/product teams, manage architectural risks and technical debt, collaborate with vendors, and evolve enterprise architecture standards and policies.

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 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.

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.