Manager, Customer Experience

1 week ago

Melbourne, Victoria, Australia Australian Financial Complaints Authority Full time

Join to apply for the Manager, Customer Experience role at Australian Financial Complaints Authority.

Job 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.
Additional Information
  • BOSS Best Places to Work 2024 – credited for its culture, engagement and flexible working arrangements.
  • Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
  • Employer of Choice Public Sector and NFP – Australian HR Awards 2023
  • Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
  • Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
  • Hybrid working – Flexible arrangements with state‑of‑the‑art offices designed for collaboration and wellbeing.
  • Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women's health leave, and paid time off over Christmas.
  • Financial benefits – Not-for-profit salary packaging to boost take-home pay.
  • Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.
To apply

If you're passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don't meet every single criterion. We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at Careers@afca.org.au. AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.

Location

Melbourne, Victoria, Australia


#J-18808-Ljbffr

  • Experience Leader

    1 week ago

    Melbourne, Victoria, Australia Growpro Experience Full time

    **About us**We are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad.**Your functions**- Welcoming students in local coworking (includes airport pick up service)- Negotiation with local partners (related to events and destination activities)- Identifying...

  • Experience Leader

    2 weeks ago

    Melbourne, Victoria, Australia Growpro Experience Full time

    **About us**We are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad.**Your functions**- Welcoming students in local coworking (includes airport pick up service)- Negotiation with local partners (related to events and destination activities)- Identifying...

  • Account Manager

    2 weeks ago

    Melbourne, Victoria, Australia Experience Education Full time

    **Thought about a career change? Has travel ever been on your mind? Now is the perfect time to take a look... We are looking for an Account Manager to join our team in Melbourne, Australia.**This is an outstanding opportunity to work with World Challenge, operating school adventure travel across the globe from the Australian source market. World Challenge is...

  • Business Dev. Manager

    2 weeks ago

    Melbourne, Victoria, Australia Experience Education Full time

    **Company Overview**:World Challenge, Travelopia Group and a KKR owned company, and is a leading provider of educational travel - offering a wide range of experiences for students: including expeditions, within Australia and overseas, and now expanding into a broad range of international trips covering core curriculum topics, sports tours and learning...

  • General Manager PR

    3 weeks ago

    Melbourne, Victoria, Australia Intrepid Experience Full time

    Select how often (in days) to receive an alert: Create AlertGeneral Manager PR & Communications, ANZRequisition ID: 3104Department: Media, PR & CommunicationsWork Type: HybridApplication Close Date: 7th September 2025At Intrepid Travel we exist to inspire, create, share and lead the best travel experiences ever. More than 35 years later, we're proud to be a...

  • Customer Experience Manager

    2 weeks ago

    Melbourne, Victoria, Australia Jenny Barbour Full time

    Custodian of the end to end experienceDeliver improvements to the customer experienceUnderstand both the 'what' and the 'why'The Customer Journey Manager is the custodian of the end to end experience and will serve as a trusted partner across the business, representing the customer needs across various initiatives and projects.Working closely with Digital,...

  • Customer Experience Manager

    2 weeks ago

    Melbourne, Victoria, Australia beBeeCustomerExperience Full time $90,000 - $120,000

    Customer Experience ManagerThe Customer Experience Manager will lead a team to deliver an exceptional customer support experience for the Real Time Agent product. Based in Melbourne CBD, this role reports directly to the CX Operations Manager.About the Role:Manage day-to-day CX operations, handling escalations and troubleshooting client issues.Lead...

  • Customer Experience Manager

    2 weeks ago

    Melbourne, Victoria, Australia beBeeDigitalTransformation Full time $140,000 - $160,000

    Customer Experience ManagerWe are seeking a seasoned Customer Experience Manager to join our team. In this role, you will be responsible for leading the development and implementation of customer experience initiatives that drive business growth and improve customer satisfaction.The ideal candidate will have a strong background in customer experience...

  • Customer Experience Manager

    2 weeks ago

    Melbourne, Victoria, Australia Inchcape Full time

    **Are you passionate about delivering exceptional customer service? Do you thrive on creating memorable experiences and driving customer satisfaction? We are seeking a Customer Experience Manager at Melbourne City Subaru to lead and enhance our customer journey in the automotive industry.****About the role**In this dynamic position, you will assist in...

  • Customer Experience Manager

    2 weeks ago

    Melbourne, Victoria, Australia beBeeCustomerEngagement Full time $90,000 - $120,000

    Job DescriptionSeeking an experienced Customer Engagement Manager to lead the strategy, execution, and delivery of a loyalty program.The successful candidate will identify opportunities to optimise return on investment and influence customer behaviour.Develop a customer engagement strategy to acquire and retain members, increase customer visitation, grow...