Service Designer, Scams

Company Description

Fairness feels good

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:

• Strong 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 2025 – 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 modern offices 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.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

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 [email protected].

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 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers. 

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.