Product Designer

📍 Job Overview

Job Title: Product Designer

Company: AFCA

Location: Melbourne, Victoria, Australia

Job Type: Contract

Category: Design / User Experience

Date Posted: April 10, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• Lead the research, design, and delivery of exceptional digital services, focusing on user journey mapping and high-rate experimentation for a leading financial ombudsman.

• Champion intuitive, responsive, and accessible digital experiences for both consumers and AFCA Members, ensuring adherence to modern accessibility standards.

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

• Develop and maintain a comprehensive design system to ensure consistency and scalability across all digital platforms, enhancing the overall customer experience.

📝 Enhancement Note: The role emphasizes a blend of strategic design leadership and hands-on execution, requiring comfort with both early-stage experimentation and detailed feature design. The focus on "high-rates of experimentation and optimisation" suggests a dynamic environment where data-driven iteration is key to product development.

📈 Primary Responsibilities

• Spearhead the end-to-end design process for digital services, from initial user research and concept development to final UI/UX implementation and delivery.

• Conduct thorough user research, including usability testing and feedback analysis, to inform design decisions and ensure products meet user needs and expectations.

• Create detailed user personas, journey maps, wireframes, and high-fidelity prototypes to effectively communicate design concepts and user flows.

• Build, manage, and evolve a robust design system, ensuring brand consistency, component reusability, and efficient design handoffs to development teams.

• Collaborate closely with product managers, developers, and other stakeholders to translate business requirements into user-centered design solutions.

• Optimize existing digital products and features through iterative design improvements, A/B testing, and performance analysis to enhance user engagement and task completion rates.

• Ensure all digital designs comply with WCAG (Web Content Accessibility Guidelines) and other relevant accessibility standards, promoting inclusivity for all users.

• Contribute to the strategic direction of AFCA's digital product roadmap by identifying opportunities for innovation and user experience enhancement.

📝 Enhancement Note: The responsibilities highlight a need for a designer comfortable in a fast-paced, iterative environment. The emphasis on "high-rates of experimentation and optimisation" implies a strong focus on data-driven design decisions and continuous improvement, rather than purely aesthetic concerns.

🎓 Skills & Qualifications

Education:

Experience:

• 2-5 years of proven experience in product design, UI/UX design, or a similar role, with a strong portfolio showcasing successful digital product development.

• Demonstrated experience working in agile development environments, collaborating effectively within cross-functional teams.

Required Skills:

• Proficiency in UI/UX best practices, including user-centered design principles, information architecture, and interaction design.

• Deep understanding and practical application of modern accessibility standards (e.g., WCAG 2.1 AA/AAA).

• Expertise in creating interactive prototypes using tools like Figma, Sketch, Adobe XD, or similar.

• Proven ability to conduct and leverage user research methodologies, including usability testing, interviews, and surveys.

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

• Strong creative thinking and problem-solving skills to address complex design challenges.

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

Preferred Skills:

• Direct experience with Microsoft Dynamics 365 Customer Engagement (CE) or Power Portals.

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

• Knowledge of front-end development principles (HTML, CSS, JavaScript) to facilitate better collaboration with developers.

• Experience with analytics platforms (e.g., Google Analytics, Hotjar) to inform design optimization.

📝 Enhancement Note: While a degree is not explicitly stated as mandatory, the emphasis on "proven knowledge and delivery" implies that practical experience and a strong portfolio are paramount. The specific mention of Microsoft Dynamics 365 CE/Power Portals is a significant differentiator for candidates with relevant platform experience.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A compelling portfolio that clearly demonstrates your process from problem identification to solution delivery, showcasing a range of digital products or features you've designed.

• Examples of UI/UX best practices and modern accessibility standards implemented in your work, with clear explanations of your approach.

• Case studies detailing your experience with prototyping, usability testing, and how user feedback influenced design iterations.

• Demonstrations of your ability to build or contribute to design systems, highlighting consistency, scalability, and component-based design.

Process Documentation:

• Clear articulation of your design process, including how you approach user research, ideation, wireframing, prototyping, and testing.

• Documentation of how you have applied accessibility standards in your design work and the impact of these considerations.

• Examples of how you have used data and user feedback to iterate on designs and improve product performance.

• Demonstration of your ability to manage design projects effectively, including scope, timelines, and stakeholder expectations, particularly in relation to Microsoft Dynamics 365 CE or Power Portals if applicable.

📝 Enhancement Note: The emphasis on a strong portfolio is critical. Candidates should be prepared to walk through their design process, explain their rationale, and quantify the impact of their design decisions, especially regarding user experience improvements and accessibility compliance.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Not-for-profit Salary Packaging: Opportunity to increase take-home pay through tax-effective salary packaging.

• Hybrid Working Model: Flexible arrangements combining remote work with access to state-of-the-art office spaces designed for collaboration and wellbeing.

• Generous Leave Options:

  • 20 weeks paid parental leave.
  • Gender affirmation leave.
  • Women's health leave.
  • Paid time off over the Christmas period.
  • Flexible public holidays.

• Work-Life Balance: Accredited Family Friendly Workplace status and a culture that supports work-life integration.

• Professional Development: Opportunities to deepen expertise and grow within the organization.

• Inclusive Culture: A caring and diverse environment recognized as one of Australia's most inclusive workplaces.

Working Hours:

• Full-time, approximately 40 hours per week, with flexibility offered as part of the hybrid working model.

📝 Enhancement Note: The salary estimate is based on typical mid-level Product Designer roles in Australia, adjusted for the contract duration and the specific benefits offered by AFCA, which are quite extensive and add significant value beyond base compensation. The not-for-profit salary packaging is a key financial benefit.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Ombudsman/Dispute Resolution)

Company Size: Large (1,000+ employees)

Founded: AFCA was established in 2018, consolidating multiple financial services dispute resolution schemes.

Team Structure:

• The Product Designer will report to the Senior Manager - Customer Experience, indicating a central role in shaping user interactions.

• The role operates within a cross-functional team structure, fostering close collaboration with Product Owners, Developers, and other CX specialists.

Methodology:

• AFCA champions "progressive thinking, accountability, and resilience," which translates into a work environment that values proactive problem-solving and continuous improvement.

• The organization is committed to delivering world-class, independent complaints resolution, meaning a strong focus on fairness, accuracy, and user-centricity in all its services.

• Emphasis on "high-rates of experimentation and optimisation" suggests a data-informed approach to product development and service enhancement.

Company Website: www.afca.org.au

📝 Enhancement Note: AFCA's mission as a financial ombudsman lends a public service, fairness-driven ethos to its culture. The company's recent establishment indicates a potentially modern, evolving organizational structure, while its large size suggests established processes and a significant operational scale.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level Product Designer, responsible for leading the research, design, and delivery of digital services. It requires a blend of individual contribution and cross-functional collaboration, with a degree of autonomy in driving design initiatives.

Reporting Structure: The Product Designer reports to the Senior Manager - Customer Experience. This provides a clear reporting line and access to leadership within the customer experience domain, offering insights into strategic CX direction.

Operations Impact: The Product Designer's work directly impacts AFCA's ability to deliver fair, accessible, and efficient dispute resolution services to Australians and its Members. By designing intuitive digital experiences, the role contributes to improved user satisfaction, increased engagement with AFCA's services, and operational efficiency through well-designed self-service options and streamlined processes. The focus on accessibility ensures that AFCA's digital offerings are usable by the broadest possible audience.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of UX/UI design, accessibility, or user research within the financial services sector.

• Leadership: Potential to grow into a Senior Product Designer role, mentoring junior designers or leading larger design initiatives.

• Cross-functional Mobility: Opportunities to move into Product Management or broader Customer Experience roles, leveraging design skills in strategic product development.

• Skill Enhancement: Continuous learning through exposure to diverse projects, including optimization of existing platforms like Microsoft Dynamics 365 CE, and potential for formal training or certifications.

📝 Enhancement Note: While this is a fixed-term contract, the role offers significant opportunities for skill development and impact within a respected organization. The "Senior Manager - Customer Experience" title suggests a focus on strategic customer journeys, which can provide valuable experience for career advancement.

🌐 Work Environment

Office Type: AFCA offers state-of-the-art offices designed for collaboration and wellbeing, supporting a hybrid working model. This indicates modern, well-equipped physical workspaces.

Office Location(s): Melbourne CBD and Sydney CBD offices are available, providing access to major urban centers.

Workspace Context:

• Collaborative Environment: The offices are designed to facilitate interaction, teamwork, and knowledge sharing, crucial for cross-functional product design teams.

• Technology & Tools: Expect access to modern design software and collaboration tools necessary for executing design tasks and participating in hybrid meetings.

• Wellbeing Focus: The emphasis on wellbeing suggests an environment that supports work-life balance and employee health, aligning with AFCA's inclusive culture.

Work Schedule: The role is typically full-time (approx. 40 hours/week) with a hybrid arrangement, offering flexibility in how and where work is performed, balanced with in-office collaboration days.

📝 Enhancement Note: The hybrid model and well-equipped offices suggest a modern work environment that balances flexibility with the benefits of in-person collaboration, essential for design thinking and team synergy.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application and portfolio by the recruitment team to assess alignment with the core requirements.

• Hiring Manager Interview: A discussion with the Senior Manager - Customer Experience to delve deeper into your experience, design philosophy, and suitability for the role and team.

• Design Challenge/Portfolio Presentation: A practical exercise or presentation where you showcase your portfolio, walk through a relevant case study, and demonstrate your problem-solving and design process. This is a critical stage for assessing your skills thoroughly.

• Stakeholder Interview(s): Potential interviews with other key stakeholders (e.g., Product Owners, Lead Developers) to evaluate collaboration style and cross-functional fit.

• Final Offer: Following successful interviews and reference checks.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest projects that best highlight your skills in UI/UX, accessibility, prototyping, and user research, ideally with examples relevant to B2C/B2B or complex service design.

• Show Your Process: For each project, clearly articulate the problem, your role, the design process you followed, the tools you used, the challenges you faced, and the outcomes achieved. Quantify results where possible (e.g., improved conversion rates, reduced error rates, increased user satisfaction scores).

• Highlight Accessibility: Explicitly detail how you incorporated accessibility standards into your designs and the rationale behind those decisions.

• Demonstrate Collaboration: Explain how you worked with developers, product managers, and other stakeholders, and how you incorporated their feedback.

• Be Ready to Discuss: Prepare to answer questions about your design decisions, your approach to problem-solving, and how you handle constructive criticism.

Challenge Preparation:

• Understand the Context: Research AFCA's mission, services, and target audience (consumers and members). Consider the unique challenges of designing for a financial ombudsman.

• Practice Presentation: Rehearse presenting your portfolio and case studies, focusing on clear communication, conciseness, and storytelling. Time yourself to ensure you stay within any allocated limits.

• Anticipate Questions: Prepare answers for common design interview questions regarding your process, strengths, weaknesses, and how you handle specific design scenarios.

📝 Enhancement Note: The interview process will heavily rely on demonstrating your design process and the impact of your work through your portfolio. Be prepared to critically analyze your own projects and articulate the "why" behind your design choices, especially concerning user needs and business objectives.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (highly probable as industry standard), Sketch, Adobe XD. Proficiency in at least one is essential.

• User Research & Testing: Tools for conducting usability tests (e.g., UserTesting.com, Lookback), surveys (e.g., SurveyMonkey, Typeform), and user interviews.

• Design System Management: Tools or frameworks for building and maintaining design systems.

Analytics & Reporting:

• Familiarity with web analytics platforms like Google Analytics to understand user behavior and track design impact.

CRM & Automation:

• Microsoft Dynamics 365 CE: Experience with this CRM platform is a strong preference, particularly for understanding user data and potentially designing portal interfaces.

• Power Portals (Dynamics 365): Experience designing for or working with Power Portals is highly advantageous for creating customer and member-facing interfaces.

• Collaboration Tools: Jira, Confluence, Slack, Microsoft Teams for project management and team communication.

📝 Enhancement Note: While not explicitly listed as mandatory, a strong understanding of or direct experience with Microsoft Dynamics 365 CE and Power Portals would significantly set a candidate apart, given their specific mention in the requirements. Proficiency in Figma is almost a prerequisite for modern design roles.

👥 Team Culture & Values

Operations Values:

• Fairness: As a financial ombudsman, fairness is paramount, influencing every aspect of service design and delivery. Designers are expected to champion equitable user experiences.

• Accountability: Taking ownership of design outcomes and being responsible for the impact of design decisions on users and the organization.

• Resilience: The ability to adapt to changing project needs, iterate designs based on feedback, and maintain a positive approach in a dynamic environment.

• Progressive Thinking: Embracing innovation and new approaches to problem-solving, especially in digital service delivery and user experience enhancement.

• Inclusivity: A core value that translates to designing accessible and user-friendly digital products for all Australians, regardless of ability or background.

Collaboration Style:

• Cross-functional Integration: Strong emphasis on working collaboratively with developers, product owners, and business stakeholders to achieve shared goals.

• Data-Informed: A culture that values data and user feedback in driving design decisions, encouraging iterative improvements.

• Open Communication: An environment where diverse perspectives are welcomed, and open dialogue is encouraged to foster better design solutions.

📝 Enhancement Note: The company's values strongly align with user-centric design principles, emphasizing empathy, equity, and continuous improvement. Candidates should be prepared to demonstrate how their design approach reflects these values.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Diverse User Needs: Designing for both general consumers and AFCA Members (businesses) requires understanding and catering to distinct user groups and their varying needs and technical proficiencies.

• Accessibility Compliance: Ensuring that all digital services meet stringent accessibility standards (WCAG) across different platforms and devices can be technically complex and requires ongoing attention.

• Iterative Design in a Contract Role: Maximizing impact within a 12-month contract requires efficient processes, rapid iteration, and clear communication to deliver tangible improvements.

• Integrating with Existing Systems: Working with established platforms like Microsoft Dynamics 365 CE may present design constraints that require creative problem-solving to achieve optimal user experiences.

Learning & Development Opportunities:

• Deepen CX Expertise: Gain extensive experience in customer experience strategy and design within the regulated financial services sector.

• Platform Specialization: Develop specialized skills in designing for Microsoft Dynamics 365 CE and Power Portals, which are in high demand.

• Accessibility Mastery: Become an expert in implementing and advocating for advanced accessibility standards in a real-world enterprise context.

• Cross-functional Collaboration: Enhance skills in working effectively with diverse teams, including product management, engineering, and business operations.

📝 Enhancement Note: The contract nature of the role presents a challenge to deliver significant impact within a defined timeframe, emphasizing the need for efficiency and strong project management skills. However, the learning opportunities, particularly around specific platforms and accessibility, are substantial.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex digital product you designed that required balancing the needs of multiple user groups. How did you approach the problem, and what was the outcome?" (Focus on demonstrating your process, user research, and problem-solving).

• "How do you ensure accessibility is integrated into your design process from the outset, rather than as an afterthought? Provide an example." (Prepare to discuss specific WCAG guidelines and your practical application).

Company & Culture Questions:

• "What interests you about AFCA's mission and our commitment to fairness? How does this align with your design philosophy?" (Research AFCA's purpose and values).

• "How do you typically collaborate with developers and product owners in an agile environment? Describe a challenging collaboration and how you navigated it." (Highlight your teamwork and communication skills).

Portfolio Presentation Strategy:

• Choose a Strong Case Study: Select a project that best demonstrates your end-to-end design process, problem-solving skills, and impact.

• Structure Your Narrative: Clearly outline the problem, your role, the user research conducted, design decisions made (with rationale), prototypes, testing outcomes, and final results.

• Quantify Impact: Use metrics whenever possible to demonstrate the success of your design (e.g., user satisfaction, task completion rates, conversion improvements, reduction in support queries).

• Highlight Accessibility: Explicitly point out where and how accessibility considerations were integrated into your chosen case study.

• Be Prepared for Q&A: Anticipate questions about your choices, challenges, and alternative approaches.

📝 Enhancement Note: Focus on demonstrating a user-centered, data-informed, and accessibility-conscious design process. Be ready to articulate the "why" behind your design decisions and the measurable impact of your work.

📌 Application Steps

To apply for this Product Designer position:

• Submit your application through the SmartRecruiters portal.

• Tailor Your Resume: Highlight keywords from the job description such as "UI/UX design," "accessibility standards," "prototyping," "user research," "design systems," "agile methodology," and any experience with "Microsoft Dynamics 365 CE" or "Power Portals." Quantify your achievements and responsibilities.

• Prepare Your Portfolio: Ensure your portfolio is up-to-date, easily navigable, and showcases 2-3 of your strongest projects with detailed case studies explaining your process, challenges, and outcomes. Emphasize how you applied UI/UX best practices and accessibility standards.

• Research AFCA: Understand AFCA's mission, values, and the services they provide. Familiarize yourself with their commitment to fairness and inclusivity.

• Practice Your Pitch: Be ready to discuss your portfolio, your design process, and your experience with user research and accessibility during interviews. Practice articulating your contributions and the impact of your work.

⚠️ 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.