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.
From 31 March ****, consumers and small businesses can make a scam complaint to AFCA under the SPF following an internal dispute resolution process through the introduction of world first legislation to strengthen consumer protections.
Job Description
Want to use your learning design expertise on work with real purpose?
AFCA is looking for an experienced
Instructional Design Consultant
to help build the learning experiences that will prepare our people to handle scam-related complaints under the Scams Prevention Framework.
This role is initially a six-month max-term contract
What you'll be doing:
Conduct learning needs analysis to identify capability gaps and recommend effective learning solutions.
Design end-to-end learning pathways, role-based curricula and blended learning programs.
Develop high-quality e-learning, facilitator materials, videos, job aids, knowledge articles and assessments.
Use tools such as Articulate Storyline, Rise and Vyond to create engaging digital learning content.




Apply adult learning principles, instructional design methodologies and accessibility standards.
Develop storyboards and scripts, coordinate stakeholder reviews and deliver learning products against project milestones.
Design assessments and evaluation approaches that measure capability, knowledge retention and learning effectiveness.
Support implementation through facilitation, train-the-trainer activities, learner communications and reinforcement strategies.
Maintain learning materials as legislation, policies, systems and processes evolve.
Identify learning risks and dependencies, contributing to broader change and adoption strategies.
Qualifications
To be successful in this role, you will need:
Proven experience in instructional design, learning design or training development.
Strong knowledge of adult learning theory and instructional design approaches such as ADDIE, SAM or Agile Learning Design.
Experience developing digital learning solutions and multimedia content.
Robust stakeholder engagement and consultation skills.
Excellent written, visual and verbal communication skills.
The ability to manage multiple projects and competing priorities.
Experience in financial services, government,



regulated environments or large corporate organisations will be highly regarded.
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 ******.
We believe fairness starts with people.
That's why we don't use AI or automated tools to screen candidates.
As a result, our processes may take a little longer, and we thank you for your patience.
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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📌 Instructional Design Consultant (Melbourne)
🏢 Australian Financial Complaints Authority
📍 Melbourne