Service Designer, Equity of Access

📍 Job Overview

Job Title: Service Designer, Equity of Access

Company: AFCA (Australian Financial Complaints Authority)

Location: Melbourne, Victoria, Australia

Job Type: Full-time (Contract - 12 months)

Category: Service Design / Customer Experience Operations

Date Posted: 2026-05-18

Experience Level: Mid-Level (Implied by responsibilities and skill requirements)

Remote Status: Hybrid

🚀 Role Summary

• Design and implement accessible, inclusive, and responsive end-to-end customer journeys to ensure fairness and reduce barriers for all Australians, particularly vulnerable groups.

• Collaborate within a cross-functional delivery unit, including Product Design and Customer Experience, to translate user insights into practical service changes that embed into AFCA's operations.

• Drive iterative improvements through short cycles, focusing on reducing customer effort, eliminating duplication, and ensuring continuous service optimization.

• Champion the integration of inclusive and accessible design principles across AFCA's services and operational workflows, fostering a culture of fairness and empathy.

📝 Enhancement Note: While the title is "Service Designer," the responsibilities and context strongly suggest a focus on operationalizing design principles to improve customer access and fairness within a large, complex organization. The role requires bridging the gap between strategic design and practical, day-to-day operational execution, making it highly relevant to operations professionals interested in process improvement and customer journey optimization. The "Equity of Access" program theme indicates a critical focus on removing systemic barriers, a core concern in operational efficiency and customer satisfaction.

📈 Primary Responsibilities

• Design comprehensive, end-to-end customer journeys that systematically reduce friction, minimize duplication, and decrease overall customer effort.

• Proactively identify and dismantle systemic barriers across all service channels, with a particular emphasis on supporting vulnerable, diverse, or disadvantaged customer segments.

• Translate complex user insights and data into actionable, practical service changes that can be effectively embedded within existing AFCA operational frameworks and workflows.

• Lead the integration and sustainment of inclusive and accessible design principles throughout AFCA's service offerings and daily operational procedures.

• Foster strong partnerships with Product Designers to ensure seamless alignment and consistency between digital experiences and the broader service design.

• Champion and enforce consistency in service delivery and customer experience across all touchpoints, channels, and interaction points.

• Facilitate engaging workshops and collaborative co-design sessions with internal stakeholders, external partners, and diverse user groups to gather input and validate solutions.

• Work directly and hands-on with operational teams to ensure that designed solutions are effectively implemented, adopted, and sustained for long-term impact and efficiency.

📝 Enhancement Note: The emphasis on "embedding into operations" and "working hands-on with operational teams" highlights that this role is not purely strategic design but involves significant operational integration and change management. This requires an understanding of how service design translates into tangible operational processes and workflows.

🎓 Skills & Qualifications

Education: No specific degree is mandated, but a background in Design (Service Design, UX Design), Human-Computer Interaction, Social Sciences, or a related field would be beneficial. Demonstrated practical experience is prioritized over formal education.

Experience: Proven experience in service design roles, with a strong emphasis on translating insights into practical, operationalized changes. Experience in complex, multi-stakeholder environments and agile or iterative delivery models is essential.

Required Skills:

• Robust service design capability, with demonstrated proficiency in journey mapping, service blueprinting, and user flow analysis.

• Proven ability to bridge the gap between design ideation and practical operational execution, ensuring insights translate into tangible service improvements.

• Experience navigating and influencing within complex, multi-stakeholder organizational structures, managing diverse needs and expectations.

• Confidence and practical experience working within agile, lean, or iterative delivery methodologies and frameworks.

• A strong passion for and practical application of accessible and inclusive design principles, with a desire to improve outcomes for diverse and vulnerable communities.

• Excellent facilitation skills, capable of leading productive workshops, co-design sessions, and stakeholder engagement activities.

Preferred Skills:

• Experience with AI-enabled design tools and emerging technologies for service innovation.

• Familiarity with operational processes and performance metrics within a customer service or dispute resolution environment.

• Experience in the financial services sector or a similar regulatory/ombudsman setting.

• Ability to conduct user research, usability testing, and synthesize findings into actionable design recommendations.

📝 Enhancement Note: The qualification section emphasizes practical application and a passion for inclusive design, aligning with operational goals of improving access and fairness. The mention of "bridging design and execution" and "turning insight into operational reality" is critical for operations professionals, highlighting the need for a pragmatic, results-oriented approach.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrable journey maps and service blueprints showcasing end-to-end service design for complex scenarios.

• Case studies detailing how user insights were translated into tangible service improvements with measurable operational impact.

• Examples of inclusive and accessible design implementations that addressed specific user needs or removed barriers.

• Documentation of facilitation and co-design processes, illustrating stakeholder engagement and collaborative problem-solving.

Process Documentation:

• Workflow designs and optimization strategies for customer interaction points.

• Implementation methodologies for new service components or process changes.

• Measurement frameworks for assessing the impact and sustainability of service design initiatives on operational efficiency and customer outcomes.

📝 Enhancement Note: For this role, a portfolio is crucial. It should not just showcase design artifacts but also the process of translating those artifacts into operational changes. Candidates should be prepared to discuss how their designs were implemented, sustained, and measured for impact on fairness and accessibility.

💵 Compensation & Benefits

Salary Range: Given this is a 12-month contract role in Melbourne, Australia, and considering the mid-level experience implied, a competitive daily or hourly rate would be expected. Based on industry benchmarks for Service Designers in Melbourne with relevant experience, a typical range could be AUD $90,000 - $130,000 per annum (pro-rata for contract duration). This estimate considers factors like the specialized nature of "Equity of Access," the hybrid work model, and the contract length.

Benefits:

• Silver AWEI Accreditation 2025: Recognition for LGBTQ+ workplace inclusion.

• Accredited Family Friendly Workplace: Commitment to supporting work-life balance and inclusivity.

• Hybrid working model: Flexible arrangements with a requirement to be in the Melbourne office two days per week.

• Additional and inclusive leave options: Flexible public holidays, gender affirmation leave, women's health leave.

• Bonus paid time off over the end-of-year holiday period.

• Opportunity to work on impactful projects focused on fairness and accessibility.

Working Hours: Standard full-time hours are implied (approximately 38-40 hours per week), with flexibility offered through the hybrid working arrangement.

📝 Enhancement Note: The salary is an estimate for a contract role in Melbourne. Actual compensation will depend on the candidate's experience, negotiation, and the specific daily/hourly rate set by AFCA for this 12-month contract. The benefits package is particularly strong for a contract role, emphasizing work-life balance and inclusivity.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Dispute Resolution / Not-for-Profit Ombudsman. AFCA operates in a highly regulated environment, focusing on fairness and independent resolution of financial complaints. This context implies a culture that values integrity, impartiality, diligence, and customer-centricity.

Company Size: Over 1600 dedicated professionals. This indicates a large, established organization with structured processes and departmental functions, requiring effective cross-functional collaboration.

Founded: Established in 2018. AFCA is relatively new as an integrated service, suggesting a dynamic environment that is still evolving its processes and culture, open to innovation and improvement.

Team Structure:

• The role is part of a "cross-functional delivery unit" alongside Product Design and Customer Experience. This unit likely operates in an agile manner to drive specific program outcomes.

• The Service Designer will collaborate with various operational teams, suggesting a matrixed reporting or strong project-based collaboration structure.

Methodology:

• Iterative Design & Delivery: Working in short, iterative cycles to rapidly test and embed improvements. This aligns with agile methodologies.

• User-Centricity: Focusing on customer journeys, reducing effort, and removing barriers, especially for vulnerable groups.

• Data-Informed Decisions: Translating insights into practical service changes implies a reliance on user research, data analysis, and feedback loops.

• Co-design & Collaboration: Actively involving stakeholders and user groups in the design process.

Company Website: [AFCA Website - typically afca.org.au, though the URL was not provided in the input, it can be inferred from the company name and industry]

📝 Enhancement Note: AFCA's mission and size suggest an environment where operational efficiency directly impacts public trust and accessibility. The culture is presented as progressive and people-first, with a strong emphasis on inclusivity and employee well-being, which is a significant draw for operations professionals seeking a positive work environment.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-level for Service Design, but its operational integration makes it a significant opportunity for growth in operational effectiveness and process optimization. It sits at the intersection of design strategy and frontline operations.

Reporting Structure: Likely reports to a Service Design Lead, Head of Customer Experience, or a Program Manager within the Equity of Access initiative. Collaboration will be extensive with Product Designers, UX Researchers, and various operational teams across AFCA.

Operations Impact: The role has a direct impact on operational efficiency by streamlining customer journeys and reducing the effort required for both customers and AFCA staff. By removing barriers, it improves access to AFCA's services, thereby fulfilling its core mission and potentially reducing escalations or rework.

Growth Opportunities:

• Specialization in Inclusive Design: Deepen expertise in designing for diverse and vulnerable populations, a critical and growing area in service delivery.

• Operational Process Improvement: Gain hands-on experience in embedding design principles into established operational workflows, enhancing skills in change management and practical implementation.

• Cross-Functional Leadership: Develop leadership skills through extensive collaboration with diverse teams (product, design, operations, policy) and leading workshops/co-design initiatives.

• Contract-to-Permanent Potential: While a 12-month contract, successful performance could lead to opportunities for permanent roles within AFCA's growing operations or design teams.

📝 Enhancement Note: This role offers a unique blend of design thinking and operational execution. Growth opportunities are strong for individuals looking to build a career at the nexus of user experience and operational efficiency, particularly within public-facing or service-oriented organizations.

🌐 Work Environment

Office Type: AFCA offers modern offices designed for collaboration and well-being, supporting their hybrid work model. This suggests a contemporary workspace with facilities conducive to team interaction, workshops, and focused work.

Office Location(s): Melbourne, Victoria, Australia. Specific office address not provided, but it's implied to be accessible within Melbourne.

Workspace Context:

• Collaborative Environment: The office design emphasizes collaboration, facilitating direct interaction with Product Designers, Customer Experience teams, and operational staff.

• Operations Tools & Technology: While not explicitly stated, expect access to standard office productivity tools, design software, and potentially collaboration platforms used by AFCA for project management and communication.

• Team Interaction: The hybrid model with two days in the office encourages regular face-to-face interaction, fostering stronger team cohesion and enabling hands-on work with operational teams.

Work Schedule: The role is full-time, with the hybrid arrangement offering flexibility. This schedule allows for dedicated time for deep work, user research, and design, balanced with in-person collaboration and operational engagement.

📝 Enhancement Note: The hybrid model is a key feature, requiring candidates to be comfortable with a blend of remote and in-office work. The emphasis on collaborative office spaces suggests a dynamic, interactive work environment where operations professionals can easily engage with design and customer experience teams.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of applications and resumes, with a strong emphasis on portfolio relevance and alignment with the "Equity of Access" mission.

• First Interview: Focus on service design capabilities, journey mapping experience, and understanding of inclusive/accessible design principles. Discussion of past projects and how they relate to operationalizing design.

• Workshop/Case Study: Candidates may be asked to participate in a facilitated session or present a case study from their portfolio, demonstrating their approach to solving a service design challenge, specifically related to improving access or reducing barriers. This would assess their ability to bridge design and execution.

• Stakeholder/Team Interview: Meeting with key stakeholders from operational teams, Product Design, and potentially Customer Experience to assess fit, collaboration style, and understanding of operational realities.

• Final Interview: Likely with the hiring manager or program lead to discuss overall fit, career aspirations, and confirm understanding of the role's impact.

Portfolio Review Tips:

• Show, Don't Just Tell: Present tangible artifacts like journey maps, service blueprints, user research summaries, and wireframes/prototypes where applicable.

• Highlight Operational Impact: For each project, clearly articulate how your design work led to measurable improvements in service delivery, customer experience, or operational efficiency. Quantify results where possible (e.g., reduced effort, increased accessibility, reduced error rates).

• Focus on Process: Explain your design process, especially how you identified barriers, engaged stakeholders, and translated insights into actionable operational changes.

• Demonstrate Inclusive Design: Showcase specific examples where you designed for accessibility or equity, explaining the challenges and solutions.

• Tailor to "Equity of Access": Emphasize projects that involved supporting diverse or vulnerable user groups and improving access to services.

Challenge Preparation:

• Be prepared to discuss how you would approach identifying barriers for vulnerable customers within AFCA's specific context.

• Understand how to translate a service design concept into concrete steps for operational teams.

• Practice articulating complex ideas clearly and concisely, considering different stakeholder perspectives (e.g., from customer to operational staff to management).

• Research AFCA's mission, values, and current initiatives, particularly around customer fairness and accessibility.

📝 Enhancement Note: The interview process will likely assess both design craft and practical execution. A strong portfolio demonstrating the ability to operationalize design is paramount. Candidates should be ready to discuss their experience in change management and cross-functional collaboration.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Tools: Tools for journey mapping, service blueprinting, user flow diagrams (e.g., Miro, Mural, Figma, Adobe XD, Lucidchart, dedicated journey mapping software).

• Prototyping & Wireframing Tools: Figma, Sketch, Adobe XD, InVision for creating visual representations of service interactions.

• Collaboration Platforms: Miro, Mural for facilitating remote workshops and co-design sessions.

• Project Management Tools: Jira, Asana, Trello (or similar) for managing work within agile delivery cycles.

Analytics & Reporting:

CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce, Microsoft Dynamics) and workflow automation concepts would be advantageous, as service design often interfaces with these systems to improve operational efficiency and customer experience.

📝 Enhancement Note: Proficiency with collaborative digital whiteboarding tools (Miro, Mural) and design/prototyping software (Figma, Adobe XD) is highly likely to be expected. Understanding how service design integrates with operational systems like CRMs and workflow automation tools will be a significant advantage.

👥 Team Culture & Values

Operations Values:

• Fairness: At the core of AFCA's mission, requiring impartiality, integrity, and a commitment to equitable outcomes for all customers.

• Empathy: Understanding and responding to the diverse needs and circumstances of individuals seeking assistance.

• Accountability: Taking ownership of processes and outcomes, ensuring services are reliable and effective.

• Resilience: Navigating complex cases and organizational change with determination and adaptability.

• Inclusivity: Actively creating environments and services where everyone feels welcomed, heard, and respected.

• Efficiency: Driving continuous improvement in service delivery to ensure timely and effective dispute resolution.

Collaboration Style:

• Cross-functional Integration: A strong emphasis on working collaboratively across design, product, customer experience, and various operational departments to achieve shared goals.

• Transparent Communication: Open sharing of insights, challenges, and progress to foster trust and alignment.

• Co-creation: A belief in the power of bringing diverse perspectives together to develop innovative solutions.

• Feedback-Oriented: A culture that encourages constructive feedback to drive iterative improvement in both services and processes.

📝 Enhancement Note: The culture at AFCA appears to be deeply rooted in its mission of fairness and accessibility. Operations professionals in this environment will thrive if they are mission-driven, collaborative, and committed to continuous improvement with a strong ethical compass.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Design Idealism with Operational Reality: Translating sophisticated service design concepts into practical, sustainable operational processes within a large organization with existing systems and workflows.

• Addressing Diverse and Vulnerable Needs: Designing solutions that are genuinely accessible and effective for a wide spectrum of users, including those with complex needs or facing significant barriers.

• Stakeholder Management: Navigating the needs and expectations of numerous internal and external stakeholders across different departments and levels of the organization.

• Measuring Impact: Quantifying the success of "Equity of Access" initiatives in terms of improved fairness, reduced effort, and operational efficiency, especially for qualitative improvements.

Learning & Development Opportunities:

• Specialized Training: Opportunities to deepen expertise in accessible design, inclusive service delivery, and user research methodologies for diverse populations.

• Cross-functional Exposure: Gaining in-depth understanding of AFCA's operational functions, product development cycles, and customer support mechanisms.

• Industry Best Practices: Exposure to leading approaches in service design, customer experience, and operational improvement within the financial services and ombudsman sectors.

• Mentorship: Potential to learn from experienced designers, product managers, and operational leaders within AFCA.

📝 Enhancement Note: The role presents a significant opportunity to tackle complex operational challenges related to accessibility and fairness. Success will require adaptability, strong problem-solving skills, and a commitment to continuous learning in a dynamic environment.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to translate a complex user insight into a practical change that was adopted by operational teams. What were the challenges, and how did you overcome them?" (Focus on bridging design and execution.)

• "How would you approach identifying and removing barriers for vulnerable customers trying to access AFCA's dispute resolution services?" (Focus on equity of access and user research.)

Company & Culture Questions:

• "Why are you interested in AFCA's mission, specifically the 'Equity of Access' program?" (Demonstrate alignment with values.)

• "How do you see your service design skills contributing to AFCA's operational efficiency and fairness objectives?" (Connect your skills to business impact.)

Portfolio Presentation Strategy:

• Structure your presentation: Start with the problem/user need, your approach/process, the solutions designed, and the implemented outcomes/impact (especially operational and user-centric results).

• Quantify impact: Use data and metrics to demonstrate the success of your projects. For this role, focus on metrics related to reduced customer effort, improved accessibility, or operational efficiency gains.

• Highlight collaboration: Explain how you worked with stakeholders and operational teams to ensure successful implementation and adoption.

• Be ready for operational scenarios: Discuss how you would tackle specific challenges related to AFCA's operational context or the Equity of Access program.

📝 Enhancement Note: Interviewers will be looking for candidates who can not only design user-centric solutions but also effectively operationalize them, demonstrating an understanding of how design impacts day-to-day operations and customer experience within a regulated environment.

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📌 Application Steps

To apply for this operations-focused Service Designer position:

• Submit your application through the provided link on SmartRecruiters.

• Tailor your resume: Highlight experience in service design, journey mapping, inclusive/accessible design, operational implementation, and cross-functional collaboration. Use keywords from the job description.

• Curate your portfolio: Select 2-3 key projects that best demonstrate your ability to design for equity of access, bridge design and operations, and drive measurable impact. Focus on projects with clear outcomes and your specific contributions.

• Prepare your case study: Be ready to present a case study that showcases your process from insight to operational implementation, emphasizing how you addressed barriers and ensured fairness.

• Research AFCA: Understand their mission, values, and the importance of the Equity of Access program. Prepare to discuss how your skills align with their goals and culture.

⚠️ 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.