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.
Job Description
Design and improve end-to-end customer journeys related to scams — including prevention, reporting and resolution — to ensure AFCA's services are accessible, inclusive and responsive to the needs of scam-affected consumers and small businesses.
This role focuses on how experiences work across channels, processes and teams, ensuring customers can engage with AFCA in the way that works best for them, particularly at moments of heightened vulnerability or urgency.
The role combines service design with UX/UI design capability, contributing to the visual and interaction design of digital touchpoints where needed, alongside the broader end-to-end journey work.
It works closely with Product Design and relevant Customer Experience and Scams stakeholders to deliver coordinated improvements, bringing together service design and UX/UI to ensure experiences are designed holistically, delivered through systems and processes, and embedded sustainably across the organisation.
This role is initially a 12-month max-term contract.




Typically, in this role you will:
Map and design end-to-end customer journeys for scam-affected customers, from prevention through to reporting and resolution
Identify barriers across all channels, with particular attention to urgency, vulnerability and trust
Design practical service improvements, including digital UX/UI enhancements where relevant
Translate insights into implementable service and interface changes
Contribute to visual and interaction design for scams-related digital touchpoints
Embed support options into operational workflows
Ensure consistency across channels and touchpoints, including digital UI consistency
Partner with Product Designers and UX/UI resources to align digital and service design
Qualifications
To be successful in this role, you will need:
Solid service design and journey mapping capability
Working proficiency in UX/UI design (wireframing, prototyping, visual design) — able to contribute to digital design execution, not just strategy
Ability to connect design with operational execution
Comfort working in iterative, agile delivery models across multiple teams
Experience in complex service environments, ideally including scams, fraud or vulnerable-customer contexts




Strong facilitation and stakeholder management skills
Experience in accessible and inclusive design.
Strong communication, collaboration and stakeholder management skills.
Openness to experimenting with emerging technologies, including AI-assisted design tools and innovation in digital experience delivery.
Additional Information
Gold AWEI Accreditation ****– Recognised for LGBTQ+ workplace inclusion.
Accredited Family Friendly Workplace– Supporting work-life balance and inclusivity.
Hybrid working– Flexible arrangements with two days a week in our modernoffices designed for collaboration and wellbeing.
Additional and inclusive leave options– Flexible public holidays, gender affirmation leave, women's health leave, and bonus paid time off over the end of year holiday period.
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 [emailprotected] .
About AFCA
The Australian Financial Complaints Authority (AFCA) was established in **** as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes.
The original team has grown to over **** dedicated professionals.
Since ****, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.
AFCA is a **** Circle Back Initiative Employer - we are committed to responding to every applicant.
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📌 Service Designer, Scams (New South Wales)
🏢 AFCA
📍 New South Wales