Teams 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.