Teams 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.