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.
