Head of Membership Services and Customer Experience

**Company Description** Fairness feels good**

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians.

As a not-for-profit and progressive financial ombudsman, we’re championing positive change.

Achieving our purpose takes progressive thinking, accountability and resilience.

At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise.

Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

The Head of Membership Services and Customer Experience is responsible for driving an exceptional customer experience for consumers and members. The role is responsible for leading our Customer Experience strategy, and the strategic engagement with our 49,000+ members to improve their internal practices to avoid or resolve disputes sooner.

Reporting directly into EGM - Operational Excellence, The Head of Membership Services and Customer Experience is responsible for the strategic leadership of the Membership Service department including the ground-up development of a transformation plan and the implementation of this for AFCA members and internally.

You will proactively engage with members at executive and management levels to transform the experience and value proposition. Internally, the role delivers a broad continuous improvement agenda that removes and mitigates risk, oversees the compliance and operational obligations of AFCA’s membership base, and executes against plan to deliver a world-class experience. This is a rare and exciting chance to drive customer experience and transform membership services for AFCA.

**Typically, in this role you will**:

- Develop and implement a membership strategy for AFCA that meets and exceeds the objectives set for member engagement and experience.
- Sponsor AFCA’s Customer Experience strategy.
- Formulate objectives and targets for member engagement and experience across AFCA.
- Act as the Board’s delegate for management of the AFCA member base, including regular checks and approvals of new members.
- Manage risk and own the process for member compliance management, including expulsions, and advise the Company Secretary and Board on related matters.
- Redesign/overhaul the member renewal process and other scheduled activity to deliver a greatly optimised member and employee experience.
- Develop trusted relationships with members, including at their executive level, and proactively manage these through group and 1:1 engagement including attending networking events.
- Interact with regulators and government bodies.
- Contribute to and oversee the development and delivery of timely, relevant, and targeted communications and events for members, including the AGM.
- Own, sponsor, and execute continuous improvement activity improving the efficiency and experience members have in dealing with all areas of AFCA.
- Build, lead and develop a team that is fully integrated and partners across the business to deliver a world-class member experience.
- Drive a culture of excellence across AFCA through the work of the Membership Services and Customer Experience team and as a visible and engaging leader across the organisation.
- Effectively manage, mitigate, and remove risk across AFCA

**Qualifications**
- Demonstrated experience building relationships and managing stakeholders at a senior and executive level.
- Proven experience department leadership/general management within large and fast-paced organisations.
- Demonstrated experience in developing and leading high-performing teams.
- Very high interpersonal and verbal communication skills with a proven ability to communicate, share knowledge, build partnerships, and effectively negotiate with a board range of people.
- Superior communication and influencing skills.
- Demonstrated ability to think strategically and translate this into tangible outcomes.
- Customer focused and committed to providing excellent customer service to all stakeholders who use AFCA’s service.
- In-depth understanding of financial services and member/customer organisations.
- Strong ability to coach, lead and develop team members.
- Exceptional problem solving and decision-making skills demonstrating commercial acumen.

**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
- ** Bronze AWEI Accreditation 2024** - 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.
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