Product Designer

📍 Job Overview

Job Title: Product Designer

Company: AFCA

Location: Melbourne, Victoria, Australia

Job Type: Full-time, Contract

Category: Product Design / User Experience

Date Posted: 2026-04-10T04:39:05.119

Experience Level: 2-5 years

Remote Status: Hybrid

🚀 Role Summary

• Lead the end-to-end design process for digital services, from research and ideation through to delivery and optimization.

• Craft intuitive, responsive, and accessible user interfaces (UI) and user experiences (UX) for both consumers and AFCA Members.

• Drive user research initiatives to gather insights and inform design decisions, ensuring a user-centric approach to product development.

• Develop and maintain a comprehensive design system to ensure consistency, scalability, and efficiency across all digital platforms.

• Collaborate closely with cross-functional teams, including developers, product owners, and business stakeholders, within an agile framework.

📝 Enhancement Note: This role is initially a 12-month fixed-term contract. The position emphasizes a blend of strategic design leadership and hands-on execution, requiring a candidate comfortable with both experimentation and optimization. The focus on accessibility and a design system points towards a need for strong foundational design principles and a scalable approach.

📈 Primary Responsibilities

• Spearhead the research, design, and delivery of exceptional digital services, encompassing feature design and user journey mapping.

• Develop high-fidelity prototypes and conduct rigorous usability testing to gather user feedback and iterate on designs.

• Implement and maintain modern accessibility standards (e.g., WCAG) to ensure all digital products are usable by everyone.

• Establish and manage user research programs, employing qualitative and quantitative methods to uncover user needs and pain points.

• Build and evolve a robust design system that serves as a single source of truth for UI components, patterns, and guidelines.

• Collaborate effectively within a cross-functional, agile team environment to ensure seamless integration of design into development sprints.

• Partner with product owners and business stakeholders to translate strategic objectives into user-centered design solutions.

• Continuously optimize existing digital services through A/B testing, data analysis, and user feedback loops.

• Contribute to the product strategy by identifying opportunities for innovation and user experience enhancement.

📝 Enhancement Note: The responsibilities highlight a candidate who can operate autonomously and lead design initiatives. The emphasis on "high-rates of experimentation and optimisation" suggests a need for data-driven design decisions and a proactive approach to continuous improvement.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's degree in Design, Human-Computer Interaction, Psychology, or a related field, or equivalent practical experience, is highly beneficial.

Experience: 2-5 years of progressive experience in product design, UX/UI design, or a similar role, with a strong portfolio showcasing end-to-end design projects. Experience in B2C and B2B environments is essential.

Required Skills:

• Proven knowledge and delivery of UI/UX best practices and modern accessibility standards (e.g., WCAG 2.1 AA).

• Strong creative thinking and problem-solving skills to address complex user needs and business requirements.

• Demonstrated experience in B2C and B2B environments, preferably within an agile development setting.

• Excellent communication, presentation, and stakeholder management skills, with the ability to articulate design decisions clearly.

• Proficiency in user research methodologies, including user interviews, surveys, and usability testing.

• Expertise in creating wireframes, prototypes, and high-fidelity mockups using industry-standard design tools.

• Experience in building and maintaining design systems for consistency and scalability.

• Familiarity with agile development methodologies and cross-functional team collaboration.

Preferred Skills:

• Experience in the financial services, not-for-profit, or public sector industries.

• Familiarity with user journey mapping and service design principles.

• Knowledge of responsive design principles and best practices.

• Ability to analyze quantitative data to inform design decisions.

• Experience with conducting A/B testing on digital products.

📝 Enhancement Note: The requirement for experience with Microsoft Dynamics 365 CE or Power Portals is a key technical qualification. The blend of B2C/B2B experience and agile methodology suggests a need for adaptability and efficient workflow management.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a range of projects demonstrating end-to-end product design, from initial concept to final implementation.

• Highlight projects that specifically address UI/UX best practices and modern accessibility standards.

• Include examples of user research, usability testing, and how feedback influenced design iterations.

• Present case studies that detail problem-solving approaches, design decisions, and measurable outcomes.

• Demonstrate experience with design systems, including how they were built, maintained, or utilized.

• Include examples of work within B2C and B2B contexts, ideally within an agile framework.

Process Documentation:

• Provide examples of how user research findings were translated into actionable design requirements.

• Document the process of creating and iterating on prototypes based on user feedback.

• Illustrate the methodology used for developing and maintaining a design system.

• Showcase how accessibility standards were integrated into the design workflow.

• Detail collaboration processes with developers and stakeholders during the design lifecycle.

📝 Enhancement Note: A strong portfolio is critical for this role. Candidates should be prepared to walk through their design process, articulate their rationale, and demonstrate the impact of their work, particularly concerning user experience and accessibility.

💵 Compensation & Benefits

Salary Range: While not specified, for a Product Designer with 2-5 years of experience in Melbourne, Australia, the estimated annual salary range is AUD $90,000 - $120,000. This estimate considers the cost of living in Melbourne, industry benchmarks for design roles, and AFCA's not-for-profit status.

Benefits:

• BOSS Best Places to Work 2024 recognition, indicating a positive and engaging work environment.

• Most Inclusive Workplace 2024 award, highlighting a commitment to diversity and inclusion.

• Employer of Choice Public Sector and NFP award, recognizing strong HR practices.

• Silver AWEI Accreditation 2025 for LGBTQ+ workplace inclusion.

• Accredited Family Friendly Workplace, supporting work-life balance and inclusivity.

• Hybrid working arrangements with modern, collaborative office spaces.

• Comprehensive leave options: flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women's health leave, and paid time off over Christmas.

• Not-for-profit salary packaging options to increase take-home pay.

Working Hours: Standard full-time hours, likely around 37.5-40 hours per week, with a hybrid work arrangement offering flexibility.

📝 Enhancement Note: AFCA offers a highly competitive benefits package, reflecting its commitment to employee wellbeing and work-life balance. The salary packaging is a significant financial incentive for not-for-profit roles.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Dispute Resolution (Not-for-profit, Public Sector)

Company Size: Over 1,200 employees. This indicates a large, established organization with structured processes but also the potential for significant impact within its domain.

Founded: AFCA was established in 2018, consolidating previous financial services external dispute resolution schemes. This suggests a modern operational framework built upon existing expertise.

Team Structure:

• The Product Designer reports to the Senior Manager - Customer Experience.

• The role is part of a team focused on enhancing customer experience, likely comprising other designers, researchers, and CX specialists.

Methodology:

• The company emphasizes a user-centric approach, driven by "fairness" and "accountability."

• Agile methodology is employed, requiring iterative development and cross-functional collaboration.

• A strong focus on delivering world-class, independent complaints resolution.

• Commitment to continuous improvement and innovation in digital service delivery.

Company Website: [AFCA Website - to be inserted if available, otherwise use placeholder]

📝 Enhancement Note: AFCA's mission-driven nature as a not-for-profit ombudsman service suggests a culture that values purpose, integrity, and making a positive impact. The emphasis on "fairness" and putting "people first" is a strong cultural indicator.

📈 Career & Growth Analysis

Operations Career Level: Mid-level Product Designer. This role is positioned to lead design initiatives for specific digital products and services, requiring a balance of execution and strategic input.

Reporting Structure: Reports directly to the Senior Manager - Customer Experience, providing clear guidance and oversight. This structure allows for direct mentorship and exposure to leadership within the CX domain.

Operations Impact: The Product Designer plays a crucial role in enhancing the accessibility and usability of AFCA's digital services, directly impacting the experience of millions of Australians and AFCA Members. This role contributes to the organization's core mission of delivering fair and efficient dispute resolution.

Growth Opportunities:

• Skill Specialization: Deepen expertise in areas such as accessibility design, user research methodologies, or design system management.

• Leadership Potential: Opportunity to take ownership of significant product design projects and potentially mentor junior designers over time.

• Cross-Functional Exposure: Gain valuable experience working across various departments, understanding different business functions and their operational needs.

• Industry Expertise: Develop specialized knowledge within the financial services dispute resolution sector, a unique and impactful niche.

• Continuous Learning: Access to professional development opportunities, workshops, and potentially industry conferences, supported by the company's commitment to employee growth.

📝 Enhancement Note: While this is a fixed-term contract, AFCA's culture and commitment to employee development suggest that successful candidates may have opportunities for further engagement or career progression within the organization or related sectors.

🌐 Work Environment

Office Type: Hybrid working model with state-of-the-art offices designed for collaboration and wellbeing. This suggests modern, well-equipped workspaces that support both focused work and team interaction.

Office Location(s): Modern Melbourne and Sydney CBD offices. For this role, the primary location is Melbourne, Victoria.

Workspace Context:

• Offices are designed to foster collaboration and employee wellbeing, indicating an environment conducive to creative work and team synergy.

• Access to modern technology and tools necessary for design and research work will be provided.

• Opportunities for regular interaction with a diverse team of over 1,200 professionals, fostering a broad organizational perspective.

Work Schedule: Full-time, with hybrid flexibility allowing for a balance between remote and in-office work, supporting efficient workflow and personal commitments.

📝 Enhancement Note: The emphasis on "state-of-the-art offices designed for collaboration and wellbeing" and the hybrid model indicates a forward-thinking approach to the work environment, aiming to maximize both productivity and employee satisfaction.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and portfolio to assess experience, skills, and alignment with role requirements.

• First Interview: Likely with the Senior Manager - Customer Experience. This will focus on your experience, design philosophy, approach to user research, accessibility, and how you handle stakeholder management. Be prepared to discuss your portfolio in detail.

• Design Challenge/Case Study: You may be asked to complete a design exercise or present a detailed case study from your portfolio. This will assess your problem-solving skills, design process, and ability to articulate your rationale.

• Final Interview: Potentially with other senior leaders or cross-functional team members. This stage will assess cultural fit, collaboration style, and overall suitability for the team and AFCA's mission.

Portfolio Review Tips:

• Curate Selectively: Choose 3-4 of your strongest projects that best represent your skills in UI/UX, accessibility, research, and design systems.

• Tell a Story: For each project, clearly articulate the problem, your role, your process, the challenges faced, the solutions you designed, and the impact of your work (quantifiable where possible).

• Highlight Process: Emphasize your design thinking, user research methodologies, and how you iterated based on feedback.

• Showcase Accessibility: Explicitly detail how you incorporated accessibility standards and best practices into your designs.

• Design System Examples: If applicable, show how you've contributed to or utilized design systems.

• Concise and Clear: Ensure your portfolio is easy to navigate and your explanations are concise and impactful.

Challenge Preparation:

• Understand the User: If given a problem, focus on empathizing with the target users (consumers and AFCA Members) and understanding their needs.

• Structure Your Approach: Outline your design process clearly, from discovery and research to ideation, prototyping, testing, and refinement.

• Justify Decisions: Be prepared to explain the rationale behind your design choices, referencing user needs, business goals, and design principles.

• Consider Constraints: Think about technical feasibility, accessibility requirements, and potential business constraints.

• Practice Presentation: Rehearse presenting your work and solutions, ensuring clear communication and confident delivery.

📝 Enhancement Note: Given the emphasis on user research and accessibility, expect interview questions that probe your understanding of these areas and how you apply them in practice. Be ready to defend your design decisions with data and user-centric reasoning.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe XD, InVision, or similar industry-standard tools.

• User Research & Testing: UserTesting.com, Lookback, Maze, or other platforms for moderating and analyzing user feedback.

• Design System Management: Tools for documenting and managing design system components and guidelines (e.g., Zeroheight, Storybook, or internal documentation platforms).

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics, or similar for understanding user behavior on digital platforms.

• Data Visualization: Tools like Tableau, Power BI, or Looker for analyzing user data and presenting insights.

CRM & Automation:

• CRM: Microsoft Dynamics 365 CE is explicitly mentioned, indicating its central role in managing customer and member interactions.

• Portals: Power Portals (part of Microsoft's Power Platform) is also specified, likely used for creating customer-facing portals.

• Project Management: Jira, Asana, Trello, or similar for agile project tracking and team collaboration.

📝 Enhancement Note: Proficiency with Microsoft Dynamics 365 CE and Power Portals is a significant advantage and likely a key requirement for integrating designs into functional applications. Familiarity with design system tools is also crucial.

👥 Team Culture & Values

Operations Values:

• Fairness: Central to AFCA's mission, this value underpins all decision-making and service delivery, promoting ethical and unbiased operations.

• Accountability: Taking ownership of actions and outcomes, ensuring reliable and transparent processes for all stakeholders.

• Progressive Thinking: Embracing innovation and continuous improvement to deliver world-class services and adapt to evolving needs.

• Resilience: The ability to navigate complex challenges and maintain service delivery excellence, particularly in a dispute resolution context.

• People First: A commitment to supporting employees with thoughtful benefits, flexible work, and fostering a caring, inclusive culture.

Collaboration Style:

• Cross-functional Integration: Expected to work closely with developers, product owners, and business stakeholders, fostering a collaborative environment.

• User-Centricity: All team members are expected to champion the user's perspective in their work.

• Data-Driven: Decisions are informed by user research, data analysis, and performance metrics.

• Agile & Iterative: Embracing flexibility and continuous feedback loops to refine processes and products.

📝 Enhancement Note: The company culture at AFCA is strongly aligned with its mission of fairness and its commitment to its people. Candidates who value purpose-driven work and collaborative environments will likely thrive here.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Diverse Needs: Designing for both consumers (B2C) and AFCA Members (B2B) with potentially different needs and expectations.

• Complex Information Architecture: Ensuring clarity and ease of navigation within a system that handles complex financial dispute resolution processes.

• Accessibility Compliance: Consistently meeting and exceeding modern accessibility standards across all digital touchpoints.

• Integration with Existing Systems: Effectively designing within and contributing to the broader Microsoft Dynamics 365 CE and Power Portals ecosystem.

• Fixed-Term Contract: The 12-month duration requires rapid integration and significant contribution within a defined timeframe.

Learning & Development Opportunities:

• Deepen CX Expertise: Gain specialized knowledge in customer experience design within the unique context of financial dispute resolution.

• Master Design Systems: Enhance skills in building, scaling, and managing design systems for large organizations.

• Accessibility Specialization: Become an expert in designing for inclusivity and meeting stringent accessibility standards.

• Agile & Stakeholder Management: Refine skills in working within agile frameworks and managing diverse stakeholder expectations.

• Industry Exposure: Learn about the regulatory landscape and operational intricacies of the financial ombudsman sector.

📝 Enhancement Note: The challenges presented are typical for roles involving complex systems and diverse user bases, offering significant opportunities for skill development and professional growth.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led the design of a digital service from concept to launch. What was your process, and what were the key outcomes?" (Focus on end-to-end ownership, user research, and impact.)

• "How do you approach designing for accessibility, and what are your go-to methods for ensuring compliance with WCAG standards?" (Highlight proactive inclusion and specific techniques.)

• "Walk us through your experience with design systems. How have you contributed to or utilized them, and what are their benefits?" (Emphasize consistency, scalability, and efficiency.)

• "Describe a situation where you had to manage conflicting stakeholder requirements. How did you navigate this to achieve a successful design outcome?" (Focus on communication, negotiation, and user-centric solutions.)

Company & Culture Questions:

• "What interests you about AFCA's mission and our commitment to fairness?" (Show genuine interest in the organization's purpose.)

• "How do you see your design philosophy aligning with AFCA's values of fairness and putting people first?" (Connect your personal values to the company's.)

Portfolio Presentation Strategy:

• Select Impactful Projects: Choose projects that best showcase your UI/UX, accessibility, research, and design system skills.

• Structure Your Narrative: For each project, follow a clear story: Problem -> Your Role -> Process -> Solution -> Outcome (with metrics if possible).

• Emphasize Your Process: Detail your user research, ideation, prototyping, testing, and iteration steps. Explain why you made certain design decisions.

• Highlight Accessibility: Explicitly point out how accessibility was considered and implemented in your designs.

• Demonstrate Design System Use: If applicable, show how you've used or contributed to design systems.

• Be Prepared for Deep Dives: Anticipate questions about specific design choices, challenges, and how you handled feedback.

📝 Enhancement Note: Be ready to discuss your specific experience with Microsoft Dynamics 365 CE and Power Portals if you have it. If not, emphasize your ability to quickly learn new platforms and adapt your skills.

📌 Application Steps

To apply for this Product Designer position:

• Submit your application through the provided link on SmartRecruiters.

• Portfolio Customization: Ensure your portfolio prominently features projects demonstrating UI/UX best practices, accessibility standards, user research, and design system experience. Tailor your project selection to align with the job description's requirements.

• Resume Optimization: Update your resume to highlight keywords such as "Product Designer," "UI/UX," "Accessibility," "User Research," "Prototyping," "Design Systems," "Agile," "Microsoft Dynamics 365 CE," and "Power Portals." Quantify achievements whenever possible.

• Interview Preparation: Practice articulating your design process, justifying your design decisions, and presenting your portfolio with confidence. Prepare specific examples for behavioral questions related to collaboration, problem-solving, and stakeholder management.

• Company Research: Familiarize yourself with AFCA's mission, values, and the financial dispute resolution sector. Understand their commitment to fairness and how your role contributes to it. Research their recent awards and initiatives to show informed interest.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.