Jobs at Australian Financial Complaints Authority (AFCA)

Lead People & Culture partnership for Customer Experience & Operations: shape workforce strategy, advise executives, drive organisational design and transformation, manage complex employee relations, and build leadership capability to improve performance and culture.

Provide trusted strategic counsel to the Chief Customer Officer, lead complex cross-organisational initiatives, author executive communications, drive governance and transformation for Customer Experience & Operations, partner with Finance on the CXO budget, and advise senior leadership on performance, risk and emerging issues.

Lead and transform AFCA's end-to-end membership lifecycle, driving onboarding, engagement, renewals and exit. Develop membership strategy, measure and improve member outcomes, influence cross-functional systems and processes, and coach a high-performing team to deliver data-informed, commercially minded member experiences.

Lead and coordinate AFCA's Independent Review end-to-end: plan and manage timelines, governance, stakeholder consultation, risks, reporting and executive-level communications to deliver the organisation-wide review.

Manage end-to-end resolution of complex superannuation complaints using conciliation, mediation and negotiation. Analyse evidence, apply legislation and AFCA rules, prepare clear written decisions, liaise with complainants, firms and third parties, and contribute to process improvements.

Review and investigate unresolved consumer and small business general insurance complaints. Gather information from parties, apply AFCA complaint resolution criteria and legal/industry guidance, use negotiation and alternative dispute resolution, and prepare preliminary assessments and draft decisions in plain English. Manage multiple matters, communicate clearly with stakeholders, and work collaboratively within a hybrid team environment.

Lead AFCA's data and AI governance lifecycle, creating frameworks, policies and assurance processes. Oversee data quality, AI evaluation (accuracy, bias, reliability), inventories of approved tools, and integration with privacy, information management and security. Drive cross-functional governance forums, monitor external AI regulation and coach the governance team.

Lead communications for AFCA’s Equity of Access and Digital Experience initiatives. Develop integrated internal and external strategies, translate complex topics into clear content, advise senior stakeholders, align comms with change management, manage projects and suppliers, measure impact, and build cross-organisational partnerships to support strategic goals.

Lead AFCA's end-to-end digital product lifecycle to improve customer outcomes, accessibility, digital adoption and operational efficiency. Own vision, roadmap, backlog, and cross-functional delivery using data, experimentation and stakeholder influence.

Lead design and delivery of People & Culture activities for the Scams External Dispute Resolution program. Build workforce models, embed operating model, coach senior leaders, manage complex employee relations, drive organisational effectiveness, and partner with PMO and Centres of Excellence to align people strategy to program milestones.

Lead governance and cyber risk for AFCA’s digital platforms. Define solution architecture, embed risk-aware practices across delivery, ensure security/privacy/regulatory compliance, advise delivery teams, manage vulnerability and supply‑chain risk registers, and evolve enterprise architecture and standards.

Lead design and delivery of enterprise IAM (CIAM and workforce) including platform selection/migration (Azure AD B2C/Entra, Okta), architecture-to-implementation, IaC/CI-CD automation, integrations with Dynamics 365/ServiceNow/APIs, OIDC/OAuth2/SAML flows, token design, identity lifecycle, RBAC, MFA/conditional access, and mitigation of identity risks.

Lead end-to-end architecture for AFCA's Digital Experience Platform, designing secure, scalable solutions for websites, digital applications, integrations and multi-channel journeys. Translate business and customer needs into implementable architectures, guide delivery teams, manage technical debt and risks, ensure regulatory and security compliance, and evolve enterprise architecture standards.

Lead end-to-end solution architecture for data, analytics and AI initiatives. Design scalable, secure cloud data platforms and AI solutions, embed governance and responsible AI, guide delivery teams, manage architectural risk and technical debt, and evolve enterprise data and AI architecture roadmaps and standards.

Provide legal advice and research to support design and implementation of a national Scams EDR Program. Draft briefs, submissions and Board/Executive papers, monitor regulatory developments, support training, identify legal risks, and engage with government, regulators and stakeholders to implement the scams prevention framework.