Manager, Intranet and Digital Employee Experience

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference. 

Drive the evolution of AFCA's digital workplace. This is a newly created position, reporting to the Senior Manager, Internal Communications and Campaigns, who will own the strategy, governance, and day-to-day delivery of AFCA's intranet, Knowledge Centre, Viva, SharePoint, and other DEX (digital experience) platforms.

You'll ensure these channels are trusted, accessible, and aligned with AFCA's communications and governance frameworks, making it easy for staff to find information, stay engaged, and work smarter. From content quality and usability to platform integration and compliance, you'll drive a seamless digital experience that empowers AFCA's people.

Typically in this role you will:

• Lead governance of AFCA's intranet and Knowledge Centre, ensuring content quality and timely reviews.
• Deliver the DEX roadmap aligned with AFCA's Internal Communications Framework and strategic goals.
• Ensure platform reliability across SharePoint, Viva, and other tools, making them trusted sources of information.
• Collaborate cross-functionally with IT, Information Management, and P&C to maintain secure, compliant systems.
• Leverage analytics and feedback to monitor performance and recommend improvements to senior leaders.
• Drive usability and accessibility enhancements to improve the employee digital experience.
• Provide expert advice to senior stakeholders on intranet strategy, governance, and emerging trends.
• Support internal comms goals by aligning platform capabilities with AFCA's corporate narrative.
• Mentor and manage the Senior Specialist, ensuring high-quality delivery and support.
• Champion capability building by enabling staff to use digital platforms effectively in their daily work.

• Demonstrated experience managing intranet and digital workplace platforms (e.g. SharePoint, Knowledge Centre, Viva).
• Strong understanding of intranet and knowledge governance, including content lifecycle, ownership, and compliance.
• Skills in content design, publishing, and usability, with a focus on accessibility and plain language.
• Analytical ability to interpret intranet/DEX metrics and provide actionable insights.
• Strong stakeholder management and advisory skills, with the ability to support senior leaders and project teams.
• Experience leading and mentoring staff to deliver high quality outcomes.
• Collaborative, detail oriented, and proactive in problem solving.
• A team player, with emotional intelligence and sound judgment whilst collaborating and cooperating on decisions and initiatives.
• Highly developed service culture, ability to advise and guide others towards mutually beneficial approaches.
• Understanding of the financial service industry or membership focused / consumer advocacy focus is desirable.

• 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 [email protected].

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.