Teams at Australian Financial Complaints Authority (AFCA)

Own and enhance AFCA’s intranet, Knowledge Centre, and employee-facing digital platforms. Create internal news, campaigns, resources, and communications; build engaging SharePoint experiences; simplify complex information; support change initiatives; coach content owners; and improve content governance, discoverability, accessibility, and user experience across the digital workplace.

Lead change strategy and delivery for AFCA’s Digital Experience Program. Responsibilities include developing adoption, communications, migration, learning, and readiness strategies; guiding customers, members, and employees through new digital platforms and authentication experiences; managing stakeholders across technology, product, customer experience, and operations; addressing adoption barriers; supporting vulnerable customers; and measuring migration, adoption, customer experience, and business outcomes.

Manage and resolve financial difficulty complaints, including investigating disputes, assessing complex information, drafting preliminary assessments and determinations, and conducting negotiation or conciliation conferences. The role requires fair, well-reasoned decision-making, clear plain-English communication, empathy for vulnerable customers, and collaboration with complainants, financial firms, and representatives to achieve practical outcomes aligned with AFCA’s approach and relevant legislation.